Technical Operations Center Video Technician

Job Description

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We are seeking a highly skilled and dedicated Technical Operations Center (TOC) Technician to join our dynamic team. The TOC Technician will be responsible for monitoring, troubleshooting, and maintaining the technical operations of a dedicated set of integrated systems designed to monitor a customer’s subscription video service. The service includes terrestrial networks and distribution systems. In addition to the essential functions listed below, this role will involve incident management and response to escalation from other Globecast teams involved in the service. The ideal candidate must have a technical background in video, excellent communication skills, and the ability to thrive in a fast-paced environment.

ESSENTIAL FUNCTIONS:

·      Demonstrate the ability to work well under pressure while exhibiting excellent customer service skills. Collaborate professionally with colleagues, supervisors, and customers to ensure a positive work environment.

·      Communicate clearly and concisely, both verbally and in writing, providing accurate descriptions of events related to technical operation issues. Ensure effective communication with internal and external stakeholders.

·      Participate in a fast-paced, deadline-driven environment, effectively juggling and prioritizing multiple tasks and demands. Adapt quickly to changing priorities.

·     Conduct first-line fault diagnosis and rectification or escalate issues as necessary. Respond promptly to technical issues, coordinating troubleshooting and rectification efforts with internal and external stakeholders.

·      Take responsibility for the deployment of redundant systems during failure conditions, ensuring minimal impact on services.

·      Monitor video, audio, and other streaming services for quality and continuity. Escalate issues and discrepancies to supervisors or engineering staff for prompt resolution.

·      Configure monitoring systems and perform low-level maintenance of transmission equipment and systems. Maintain a thorough understanding of operational procedures and signal flow within the scope of the TOC.

·      Possess a comprehensive understanding of the technical configuration of media broadcast systems. Read and comprehend high-level signal flow and equipment documentation.

·      Manage alarm systems and monitoring probes, utilizing tools. Experience using TAG monitoring is a beneficial. Generate logs and fault reports.

·      Ensure all relevant documentation is correct and up to date. Respond immediately to on-air emergencies, restoring programming as quickly as possible. Accurately report all on-air anomalies and discrepancies using discrepancy reports.

·      Perform other duties as assigned to meet departmental and company needs.

Key Requirements

·      Understanding of streaming video

·      Keen interest in Sports & live broadcasting is an advantage.

·      Monitoring of Video streaming services using probes and tools provided by premium OTT service provider

·      Manage the transmission path for acquiring video and routing sources ensuring overall OTT service availability

·      Respond to automatic alerts, escalations in timely manner and identify issue for proactive actions for service recovery

·      Open trouble tickets and activate incident management procedures by alerting internal and external teams. Remain service owner till the time issue is resolved and incident report is generated with conclusion

·      Receive and track maintenance notifications. Co-ordinate internally and externally to conclude such maintenance without or minimal impact on streaming services

·      Log issues and provide incident management reports

·      Manage communication with content partner and other global TOCs

·      Perform proactive transmission routine tasks

·      Perform request for streaming channels turn-ups and turn-downs based on standard communication

·      Previous working experience in similar roles would be beneficial

·      Prior working experience with video streaming systems is beneficial

·      Knowledge of video streaming formats and video broadcast ingest is recommended

·      Strong communication and good interpersonal skills

·      Able to start work immediately or with short notice

·      Decision maker and problem solver, critical eye for diagnostics 

·      Must be willing to work rotating shifts that include nights, weekends and public holidays.

·      Proficiency with MS Office (Word, Excel, and PowerPoint) and other basic desktop applications (i.e. MS Outlook, Exchange, internet tools, etc.) is assumed

·      Relevant Technical qualification from ITE and or Polytechnic

·      Ability to perform technical troubleshooting to second line level. Particularly networking;

·      Familiarity with broadcast workflows;