AV Operations Manager L2 Global Support

VISA WORLDWIDE PTE. LIMITED; Singapore; Hybrid; SGD 70,000 - 100,000; Full time

Job summary

A leading technology company is seeking an AV Support Manager based in Singapore. This hybrid position involves overseeing the global AV operations team, ensuring high-quality service delivery, and collaborating across functions to enhance executive meeting experiences. Candidates must possess strong technical expertise, leadership skills, and a robust background in managing AV systems for high-impact environments.

Qualifications

• 5+ years of AV/IT support experience, with 2+ years in a global or L2 support management role.
• Familiarity with global collaboration platforms like Zoom and Teams.
• Experience managing vendor relationships and delivering SLAs.

Responsibilities

• Lead global L2 AV operations team and ensure service delivery.
• Drive AV incident management and continuous improvement.
• Coordinate with vendors for support capacity and service coverage.

Skills

Technical Expertise

Leadership

Problem-Solving

Organizational Skills

Education

Bachelor's degree in Information Technology, AV Systems, Engineering, or related field

Tools

ServiceNow

Jira

Zoom

Slack

Job description

Key Responsibilities

Team Management:

• Lead the global L2 AV operations team, ensuring consistent and high-quality service delivery.
• Develop playbooks, SOPs, and training to scale support and build operational resilience.
• Act as a point of escalation for complex AV incidents and system outages.

Collaboration:

• Partner with Executive IT, Events, and AV Engineering to align support coverage, readiness, and technology implementation.
• Coordinate with vendors and regional partners to extend support capacity and service coverage.
• Work closely with IT Operations, Facilities, and Security to align support workflows and site readiness.

Operational Oversight:

• Drive AV incident management, root cause analysis, and continuous improvement of hybrid collaboration environments.
• Maintain and improve the global support model, ensuring follow-the-sun coverage and effective handoffs across time zones.
• Track service metrics including MTTR, customer satisfaction, ticket volumes, and escalations to improve KPIs.

Technology & Tools:

• Oversee adoption and use of monitoring and ticketing platforms such as ServiceNow, Jira, Zoom dashboards, and Slack integrations.
• Stay current on AV technologies (Zoom Rooms, Crestron, Cisco/Webex, Dante)

Skills

Technical Expertise:

• Strong knowledge of enterprise AV systems and hybrid meeting platforms.
• Familiarity with support tools and AV monitoring dashboards.
• Experience managing vendor-supported environments and integrations.

Leadership & Communication:

• Experience managing a geographically dispersed team and collaborating across functions.
• Strong written and verbal communication skills with ability to influence technical and non-technical audiences.

Problem-Solving & Adaptability:

• Ability to remain calm under pressure while addressing executive-level AV issues in real time.
• Strong troubleshooting skills with a bias toward proactive resolution and prevention.
• Organizational & Service Orientation:
• Detail-oriented, organized, and focused on delivering high-quality service to executive users and global teams.
• Track record of improving support operations and enhancing the user experience.
• This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications

• Bachelor's degree in Information Technology, AV Systems, Engineering, or a
• related field or
• Minimum of 5+ years of AV/IT support experience, with 2+ years in a global or L2 support management role.

Preferred Qualifications

• Experience supporting AV for executive meetings, hybrid events, and high-impact environments.
• Proven ability to manage vendor relationships and deliver against service-level agreements (SLAs).
• Familiarity with global collaboration platforms (Zoom, Teams, Webex) and
• support tools (ServiceNow, Jira, Slack).