Enterprise Operations Engineer I

OA- Mastercard; United Arab Emirates; On-site; AED 140,000 - 180,000; Full time

Job summary

A global financial services company is looking for an Enterprise Operations Engineer I in the United Arab Emirates to enhance audio-visual technology experiences. You will manage strategic initiatives and collaborate with stakeholders to ensure effective service delivery. The ideal candidate has a strong background in AV technology, excellent communication skills, and a focus on customer service. This role is critical in supporting the company's digital experience and operational excellence.

Qualifications

• Demonstrated success in customer service.
• Strong writing and communication abilities.
• Experience with AV technologies installation and management.

Responsibilities

• Implement strategic refresh projects within the region.
• Lead resolution for video conferencing technology issues.
• Manage ITSM process for ticketing and incident reporting.
• Provide advanced technical support for operations.
• Participate in vendor relationships and manage escalations.

Skills

Customer service focus

Strong communication skills

Installation and management of AV technologies

Knowledge of collaboration platforms

Technical infrastructure knowledge

Job description

Overview

The Multimedia Services team is looking for an Enterprise Operations Engineer I, Field Services to join the team in multiple areas around the globe. The role is focused on lifecycle refresh, transformational initiatives, and service delivery within the region they are hired as well as supporting the global team as needed. The ideal candidate is highly motivated, analytical, outcomes oriented, and a good communicator. With the increased focus on flexible workplace of the future, you will be a key contributor to a dynamic Employee Digital Experience team to enable, connect, and empower your colleagues globally.

Role

• Working with the Regional Manager and Operations Lead of Multimedia Services to:
• Implement strategic refresh projects within the region
• Collaborate with local stakeholders (e.g. end users, Real Estate Services, Network Engineering, and vendors) to simplify and modernize audio visual experiences
• Facilitate final acceptance of solutions and projects to the Multimedia Services Operations Team leveraging the standard processes and documentation
• Lead resolution and problem management for video conferencing technology in meeting rooms/spaces, scheduling panels, wireless content sharing, and electronic bulletin boards
• Collaborate with other engineering teams (e.g. Network operations) for break/fix
• Facilitate meetings or tasks with external break/fix vendors
• Provide support service management of audio visual products within the region
• Manage ITSM process for ticketing, incident reporting/resolution, and monitoring
• Contribute to monthly operational metrics and insights
• Contribute input/feedback into global standards and processes
• Conduct the daily activities of the operational support team and provide advanced technical support for Mastercard’s technology operations environment
• Supports development and implementation of standards, procedures, and processes for the operational support team and implements transformational change initiatives
• Participates in vendor relationships, serving as the day-to-day point of contact for third parties and escalates any vendor issues as they arise to resolve in a timely manner
• Identifies opportunities for policy changes, presents proposed changes to management, and creates plans for implementation
• Supports activities related to deployment, monitoring, troubleshooting, and resolution of systems and applications in the wider Collaborations Tools and Employee Digital Experience (EDE) groups within Mastercard.

All About You

• Demonstrated focus and success on customer service
• A strong, confident, and exacting writer and speaker, able to communicate issues, status, resolution and root cause analysis to stakeholders and management
• Knowledgeable in installation, configuration and management of AV technologies within a global enterprise (e.g. videoconferencing codecs, audio DSP, wireless sharing devices, control systems, room schedulers, digital media switchers, transmitter and receiver technology)
• Knowledgeable in technical infrastructure (e.g. audio visual, network, security)
• Knowledge of collaboration platforms (e.g. Microsoft Teams, Zoom, Webex)
• Provides routine technical support and maintenance for Mastercard’s operations environment with an emphasis on networking technologies
• Clarifies common customer problems and provides resolutions for simple system failures or degradations according to standard protocols
• Recommends areas for network enhancements and assists with implementing basic changes within the program environment
• Supports customer interactions to provide infrastructure related services, including incident, problem, change and capacity management, and reporting activities
• May provide guidance to less experienced team members

Corporate Security Responsibility

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.