Enterprise Operations Engineer II – Field Services

About the role

Mastercard’s Multimedia Services team is looking for an Enterprise Operations Engineer II, Field Services, to support AV lifecycle refresh initiatives and deliver high‑quality audiovisual services across the Georgia region and globally. The role will enhance the employee digital experience by modernising AV environments and ensuring reliable event support.

Key responsibilities

• Partner with the Regional Manager and Operations Lead to plan and execute strategic AV refresh projects.
• Collaborate with end users, Real Estate, Network Engineering, and vendors to modernise audiovisual experiences.
• Oversee solution delivery, ensure final acceptance, and maintain standardised documentation.
• Serve as the primary support lead for AV technologies such as 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.
• Track KPIs, contribute to performance metrics and drive continuous‑improvement initiatives.
• Maintain vendor relationships, support AV‑enabled events, and contribute to global standards and disaster‑recovery planning.

Required profile

• Highly motivated, analytical and results‑driven professional.
• Effective communicator able to work with diverse stakeholders.
• Ability to manage multiple projects and priorities in a fast‑changing environment.

Required skills

• Video conferencing systems
• Wireless content sharing solutions
• Room scheduling platforms
• Digital signage technology
• IT Service Management (ITSM) tools
• Ticketing and incident management processes
• Change management procedures
• Monitoring and reporting tools
• KPI tracking and performance analysis