About the job
Mastercard is on a mission to connect and power an inclusive digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. We leverage secure data and networks, partnerships, and innovation to help individuals, financial institutions, governments, and businesses realize their greatest potential. Our culture is driven by a strong decency quotient (DQ), fostering inclusion and respecting individual strengths and experiences.
Job Overview:
The Lead, Enterprise Operations (Voice Service Engineering) is responsible for guiding engineering projects within Voice Service Management and delivering enhanced Voice and Event solutions. This role involves researching alternative technical solutions to meet changing business needs and ensuring daily L2 team activities align with service level agreements (SLAs). IT Service Management (ITSM) or IT Infrastructure Library (ITIL) knowledge is required.
Major Accountabilities:
- Operate with minimal supervision in identifying tasks associated with responsibilities.
- Develop departmental policies and best practices.
- Provide leadership through mentoring junior associates and spearheading internal projects and initiatives.
- Oversee database administration and help define departmental strategy.
- Identify tasks for delegation and ensure follow-up.
Education:
- Technical expertise in Voice Services Engineering, including knowledge of Audiocodes, Nectar, Headset, and desk phone systems.
- Bachelor’s Degree in Information Systems or equivalent experience with Voice Services, Event Services, and Microsoft Teams.
Knowledge / Experience:
- Comprehensive understanding of Voice service tools and utilities within a Voice services engineering team.
- Proficient in Microsoft Teams administration, Audiocodes SBC and gateway configurations, Nectar monitoring, and troubleshooting tools.
- 3 to 5 years’ experience in Systems Management Engineering with tools such as Nectar, Microsoft Teams administrator, PowerShell, and Event services tools (e.g., Zoom Events, CVENT, Webex).
- Demonstrated ability to support business processes through Systems Management Engineering.
Skills/ Abilities:
- Strong writing and verbal communication skills to build awareness and promote departmental positions on database structures and data governance.
- Ability to multitask and display excellent collaborative skills for facilitating cross-functional teams.
- Committed to continuously seeking improved methods for delivering customer service.
- No travel required; rotational pager support for production is expected.
Corporate Security Responsibility:
All personnel working for, or on behalf of, Mastercard are responsible for information security. They must adhere to security policies and practices, ensure the confidentiality and integrity of accessed information, report any suspected information security violations, and complete periodic mandatory security trainings as per guidelines.
