Enterprise Operations Engineer II

Our Purpose Mastercard powers economies and empowers people in 200 countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Enterprise Operations Engineer II Who is Mastercard? Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. Overview The Multimedia Services team is seeking an Enterprise Operations Engineer II, Field Services to support multiple regions globally. This role is responsible for driving lifecycle refresh initiatives, leading transformational efforts, and delivering high-quality AV services and event support within the assigned region, while also contributing to global team priorities as needed. The ideal candidate is highly motivated, analytical, results driven, and an effective communicator. As the organization continues to evolve toward a more flexible workplace, this role will play a key part in enhancing the employee digital experience, helping to enable, connect, and empower colleagues around the world. Role • Partner with the Regional Manager and Operations Lead to plan and execute strategic AV refresh initiatives across the region • Collaborate with stakeholders (end users, Real Estate, Network Engineering, vendors) to modernize and enhance audiovisual experiences • Oversee solution delivery and drive final acceptance into operations using standardized processes and documentation • Serve as the primary support lead for AV technologies, including video conferencing, wireless sharing, room scheduling, and digital signage • Lead incident, problem, and break/fix management, coordinating with internal engineering teams and external vendors • Manage ITSM processes, including ticketing, incident resolution, change management, monitoring, and reporting • Drive operational excellence by tracking KPIs, contributing to performance metrics, and identifying continuous improvement opportunities • Oversee vendor relationships, support AV-enabled events, and contribute to global standards, disaster recovery planning, and operational processes All About You • Proven track record of delivering exceptional customer service and support • Strong written and verbal communication skills, with the ability to clearly convey issues, status updates, resolutions, and root cause analyses to stakeholders and leadership • Hands-on experience installing, configuring, and managing AV technologies in a global enterprise environment (e.g., video conferencing systems, audio DSPs, wireless sharing, control systems, room schedulers, and digital media infrastructure) • Solid understanding of technical infrastructure, including audiovisual, networking, and security systems • Working knowledge of collaboration platforms such as Microsoft Teams, Zoom, and Webex • Provides day-to-day technical support and maintenance, with a focus on networking and operational stability • Troubleshoots common issues, resolves system incidents, and follows standard protocols to address service degradations • Supports ITSM activities (i ... (truncated, view full listing at source)