Manager Enterprise Operations

Job Description

Working with the global Director of Multimedia Services to:? Plan and implement strategic refresh projects within the regiono Collaborate with local stakeholders (e.g. end users, Real Estate Services, Network Engineering, and vendors) to simplify and modernize audio visual experienceso Facilitate final acceptance of solutions and projects to the Multimedia Services Operations Team leveraging the standard processes and documentation? Be the product owner for an audio visual technology (e.g. video conferencing, wireless content sharing, room schedulers, or electronic bulletin boards/digital signage)? Lead resolution and problem management for video conferencing technology in meeting rooms/spaces, scheduling panels, wireless content sharing, and electronic bulletin boardso Colloborate with other engineering teams (e.g. Network operations) for break/fixo Facilitate meetings or tasks with external break/fix vendors? Provide service management of audio visual products within the regiono Manage ITSM process for ticketing, incident reporting/resolution, and monitoringo Contribute to monthly operational metrics and insights? Contribute input/feedback into global standards and processes? Manages and coordinates the daily activities of the operational support team and provides advanced technical support for Mastercard?s technology operations environment? Collaborates with program owners to ensure center wide disaster recovery processes are in place and the networking environment is operating efficiently? Interfaces with customers to provide the full spectrum of ITSM-related practices, including incident, problem, change and capacity management, and reporting activities, and serves as an escalation point for issues that arise? Supports development and implementation of standards, procedures, and processes for the operational support team and implements transformational change initiatives? Owns 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? Evaluates and coaches others in tracking function performance according to established KPIs and recommends improvements? Identifies opportunities for policy changes, presents proposed changes to management, and creates plans for implementation? Manages a team, conducts goal setting, performance appraisal processes, guides and coaches own team and others, and is involved in workforce planningAll 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? Experience 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)? Proficient in technical infrastructure (e.g. audio visual, network, security)? Knowledge of collaboration platforms (e.g. Microsoft Teams, Zoom, Webex)You will be redirected to the company website to apply for this position

Keyskills :
Proficient in technical infrastructure