About the job
Mastercard's purpose is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. We promote a culture of inclusion that respects individual strengths, views, and experiences, believing that our differences enable us to make better decisions and drive innovation.
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Job Overview
As the Lead of Enterprise Operations (Voice Service Engineering), you will spearhead Voice Service Management engineering projects, delivering enhanced Voice and Event solutions. You will be responsible for researching alternative technical solutions to meet evolving business needs and ensuring that the daily activities of the Level 2 support team meet SLA requirements.
Major Accountabilities
- Lead the creation of departmental policies and best practices with minimal supervision.
- Provide mentorship to junior associates and lead internal projects and initiatives.
- Oversee database administration and help define departmental strategy.
- Delegate tasks effectively and provide necessary follow-up.
Education
- Technical expertise in Voice Services Engineering, including Audiocodes and Nectar.
- Bachelor's Degree in Information Systems or equivalent experience in Voice Services and Microsoft Teams.
Knowledge / Experience
- Advanced understanding of Voice service tools and utilities.
- 3 to 5 years of experience in Systems Management Engineering, especially with tools such as Nectar, Microsoft Teams, PowerShell, and Audiocodes configurations.
- Proven record in participating and facilitating cross-functional teams for estimating, application designs, and implementation strategies.
Skills/Abilities
- Strong writing and verbal communication skills to promote departmental initiatives.
- Excellent multitasking abilities and collaborative skills to facilitate teamwork.
- Proactive approach in seeking improved methods for delivering customer service.
- No travel required; will participate in rotational support for Production.
Corporate Security Responsibility
All personnel working for or on behalf of Mastercard must comply with information security policies and practices, ensure the confidentiality and integrity of accessed information, report any suspected security violations, and complete periodic mandatory security training as per company guidelines.
