Title and SummaryEnterprise Operations Engineer II
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 (incident, problem, change, capacity management), contributes to network improvements, and provides guidance to junior team members
#LI-FT1
Corporate Security ResponsibilityAll activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
- 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.
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.
Pay RangesAtlanta, Georgia: $76,000 - $127,000 USD
