Video Operations Specialist

Job Description

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.

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