About the job
At Mastercard, we work to connect and power an inclusive, digital economy that benefits everyone, everywhere. Our mission is to make transactions safe, simple, smart, and accessible. Utilizing secure data and networks, partnerships, and passion, our innovations and solutions empower individuals, financial institutions, governments, and businesses to realize their greatest potential. We foster a culture of inclusion for all employees that respects individual strengths, viewpoints, and experiences.
Job Overview
We are seeking a Lead for our Enterprise Operations (Voice Service Engineering) team. This role involves leading Voice Service Management engineering projects and delivering enhanced Voice and Event solutions. The individual will research alternative technical solutions to adapt to changing business needs and ensure the daily activities of the Level 2 team meet the requirements of Service Level Agreements (SLAs). Knowledge of IT Service Management (ITSM) or IT Infrastructure Library (ITIL) is required.
Major Accountabilities
- Operate with minimal supervision while identifying tasks associated with responsibilities.
- Create and enforce departmental policies and best practices.
- Provide leadership by mentoring junior associates and spearheading internal projects and initiatives.
- Oversee database administration and guide departmental strategy.
- Identify tasks for delegation and ensure proper follow-up.
Education and Experience
- Technical expertise in Voice Services Engineering (Audiocodes, Nectar, headset and desk phone knowledge).
- Bachelor’s Degree in Information Systems or equivalent experience in Voice Services, Event Services, and Microsoft Teams.
- 3 to 5 years of experience with Systems Management Engineering tools such as Nectar, Microsoft Teams, PowerShell, Audiocodes configurations, and Event services tools including Zoom Events, CVENT, and Webex.
Skills and Abilities
- Advanced understanding of Voice service tools, utilities, and the role of Systems Management Engineering in supporting business processes.
- Strong writing and verbal communication skills to promote departmental objectives, data governance, and other corporate strategies.
- Excellent multitasking and collaborative skills to facilitate cross-functional teams.
- A commitment to consistently seek improved methods for customer service.
Additional Responsibilities
No travel is required, however, the role involves a rotational pager for Production Support.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks pose an inherent risk to the organization. Employees and contractors are expected to:
- Abide by Mastercard’s security policies and practices.
- Ensure the confidentiality and integrity of accessed information.
- Report any suspected information security violations or breaches.
- Complete all mandatory security trainings as per Mastercard’s guidelines.
