Job Description
Video Operations Specialist
Austin,TX - onsite
FULL TIME
No C2C
Responsibilities:
- Respond and take necessary troubleshooting actions to incidents escalated from Analyst (Tier 1) team
- Perform advanced troubleshooting on incidents by following defined SOP s and meeting to the stipulated SLA levels
- Triage and escalate appropriately as necessary
- End to end ownership till ticket closure
- Validate problem descriptions, perform detailed diagnosis, track and update incident in trouble-ticketing system
- Handling backlog tickets from previous shift and made sure the necessary follow ups done
- Maintain track of external (Telco/Providers) escalation and perform follow up s for any outstanding tickets and RCA s
- Participate, drive and manage major incidents
- Develop postmortem reports as necessary and Drive problem management
- Communicate and handle escalated incidents and work closely with Customer and all stakeholders with regular outage notification
- Work on Service requests - perform new Station Turn Ups
- Provide regular feedback on troubleshooting where processes or documentation have gaps or inefficiencies
- Update existing and Develop new SOP s
- Perform any additional task assigned by team lead/manager
- Update infrastructure documentation i.e system understanding docs, standard operating procedures, infrastructure diagrams
- Active participation on daily standup meetings and Shift Handover call and provide updates on pending tickets for the next shift
Required Skills/Qualifications:
- 5 - 7 years of experience in Network Operations Center (NOC) as an L2 engineer or Team lead in a Video Network Operations Center(NOC) or technical support center technician/engineer or network troubleshooting involved with broadcast, streaming, OTT platforms, MVPD Operations
- Excellent written and oral communication skills
- Ability to collaborate and work with internal teams and external partners
- Good understanding of NOC monitoring tools and event handling
- Good understanding of ITIL processes
- Experience in end to end incident management, ticketing/ticketing tools and supporting maintenance requests
- Good understanding of data networking / data communications / video networking technologies
- Must have good understanding of switching/routing technologies and working knowledge on Cisco/Juniper device CLIs
- In depth understanding and experience in Audio/Video technologies (of MPEG-4/H.264, HEVC/H.265, ASI, MPEG2 Transport Streams, ASI, (HD-)SDI ATSC, PCM, AC3)
- Experience in at least one video platform (e.g Telestream/Tektronix, Medius/Sentry, Sencore, Tag, etc) with solid understanding of all relevant video platforms.
- Experience with a Video Delivery Network in at least two areas (e.g.: Acquire, Encode, Encrypt, Deliver).
- Should be able to perform advanced troubleshooting on audio/video technologies / IPTV platform / switching and routing protocols.
- Experience in rolling out configuration changes and project deployments
- Provide guidance to Video Operations Analysts (Tier 1 / Level 1 teams)
- Perform problem management and develop post mortem reports in coordination with Video Operations Analysts Leads (Tier 1 / Level 1 team Leads)
- Familiarity with American Sports events (Eg: MLB Baseball, College Football, NFL, NBA Basketball, etc.)
- Must be willing to work in shifts, 24 x 7 operations
Job Type: Full-time
Pay: $34,968.92 - $120,720.16 per year
Schedule:
- Day shift
- Monday to Friday
Experience:
- Television Broadcast Studio Technical Operations: 3 years (Preferred)
- OTT Streaming Network Operations: 3 years (Preferred)
Work Location: On the road