Description
Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Lead, Enterprise Operations Job Overview:Leads, Voice Service Management engineering projects and creates the development and delivery of enhanced Voice and Event solutions. Researches alternative technical solutions for changing business needs. Responsible for assuring the daily activities of the L2 team meet the requirements of SLA's - ITSM or ITIL knowledge required.
Major Accountabilities:
•Requires very little supervision while identifying task associated with responsibilities.
•Leads in creating all departmental policies and best practices.
•Provides leadership by mentoring junior associates and by leading internal projects and initiatives.
•Provide DBA oversight and helps set direction for department strategy. •Properly identifies tasks available for delegation and provides follow-up.
Education:
•Technical expertise in Voice Services Engineering - Audiocodes, Nectar, Headset and Desk phone knowledge
•Bachelor's Degree in Information systems or equivalent experience with Voice Services, Event Services, Microsoft Teams.
Knowledge / Experience:
•Demonstrates an advanced understanding of Voice service tools, utilities, and knowledge within Voice services engineering team. Microsoft Teams Administrator, Audiocodes SBC and gateway configurations, Nectar monitoring and troubleshooting tools.
•Systems Management Engineering (3 to 5 years experience with Tools such as Nectar, Microsoft Teams administrator, PowerShell, Audiocodes configurations, Event services tools such as Zoom Events, CVENT, Webex, Virtual Event space knowledge)
•Demonstrates an advanced understanding of Systems Mgmt. Engineering's role in supporting business processes.
•Demonstrates a strong ability to participate/facilitate cross functional teams for estimating, application designs, and implementation strategies. Skills/ Abilities:
•Uses strong writing and verbal communication skills to build awareness and to proactively promote department's position in support of sound database structures, data governance and other Corporate strategies.
•Ability to multitask.
•Displays excellent collaborative skills to facilitate cross-functional teams. •Provides the skills to consistently search for improved methods to provide customer service.
•No travel required.
•Rotational pager for Production Support
Corporate Security Responsibility
All 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.
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