Overview
 

As Discovery Inc’s portfolio continues to grow – around the world and across platforms – the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discovery’s products, while articulating the long-term technology strategy that will enable Discovery’s growing pay-tv, digital terrestrial, free-to-air and online services to reach more audiences on more platforms. From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.

Reporting to a Duty Operations Manager, this position is critical in to monitoring and supporting Discovery’s extensive suite of Live and VOD OTT/Digital systems and client applications end-to-end. This involves the video delivery from source to end-users as well as the metadata workflow Resources supporting this role are our Tier 1/Tier 2 behind-the-scenes operations support team expected to have a versatile skill set both technically and personally with the ability to stay focused and continually develop as an experienced and skilled technician. Analysts in this role will to have experience in leading difficult situations, staying calm, reacting quickly under pressure and being able to execute on the key responsibilities noted below.

Responsibilities
 

• Monitor Discovery’s OTT infrastructure systems and video streams in real-time using both eyes-on-glass and automated monitoring methods to ensure programme KPIs are always upheld.

• Respond to automated alarms/alerts and carry out defined analysis, triaging and/or escalate to relevant engineering teams within agreed SLAs.

• Analyse all client issues escalated by customer service teams as well as internal production/content operation teams being the primary point of contact

• Ensure all issues are are logged and tracked through to resolution leveraging the ITIL principle of Incident, Problem and Change management.

• Ensure detailed shift handover among colleagues.

• Provide support to the Duty Operations Manager in the management of high priority outages as needed, providing stakeholder communications at agreed intervals until resolution of issue with root cause determined.

• Coordinate with vendors and 3rd party suppliers on relevant issue reporting/resolution, post incident reports, onboardings, service reviews and system migrations/deployments.

• Engage in regular internal stakeholder meetings (customer services, production/content operations, QA team, product owners and engineering teams)

• Perform sanity checks on back-end systems and front - end platform after deployments and releases and provide feedback to engineering teams regularly.

• Update department support documentation (Knowledge base, run book) promptly to reflect all changes.

Qualifications
 

• Previous experience working in digital technical operations or media operations environment

• Experience of monitoring and supporting digital platforms

• Working experience in handling HD and SD video feed input

• Education – Preferred Bachelor's degree in Digital Media, Information Systems, Computer Science, Business Administration, or related field or equivalent experience.

• Working knowledge of ServiceNow MS Word, Excel or similar computer software systems.

• Working experience of cloud environments particularly AWS or Azure

• Must be able to work independently and prioritize workload to complete tasks in a timely manner

• Able to work without supervision, combining initiative with discretion

• Excellent written and verbal communication skills and a friendly disposition

• Able to communicate technical matters to technical and non-technical audiences

• Excellent interpersonal skills

• Flexibility to work early morning, evening, weekend, and overnight shift

• ServiceNow or similar Call Management application experience

• Understand and be able to work with monitoring systems and related technologies

• Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements