Supervisor, Network Operations Center

You might not know our name but youve probably seen our work on stage on screen or on the field. Our technology solutions and unique Global Production Ecosystem empower content creators and rights holders to tell their stories in breakthrough ways. Weve supported some of the worlds most watched productions and live events in sports entertainment concerts festivals film TV and more. For over 35 years our clients have trusted us to deliver live production live events and virtual production solutions for them anytime anywhere. Put simply we bring content to life.

Purpose:

Supporting various high profile media clients NEP is seeking a Supervisor Network Operations Center for our Network Operations Center (NOC) to join our Connected Solutions team in Dallas TX. This team is responsible for managing and monitoring inbound/outbound transmission ad insertion feed routing and overall video/audio/caption quality for marquee sporting events and other live content. A key function of the NOC is to increase our observability specifically through automating alerting and monitoring the NEP Network and datacenter infrastructure. The NOC will be focused on operations that can proactively and reactively alert key stakeholders support groups field engineers and all other necessary people. The Supervisor Network Operations Center will join this new and expanding team providing the support and maintenance activities required to meet client requirements and operate up to NEP standards. This position will require schedule flexibility including weekends late nights and holidays. We are looking for a driven self-motivated individual. The ideal candidate is well organized and can remain calm and focused under pressure.

Essential Duties/Responsibilities:

• Train and lead all NOC Technicians in the daily operations within the NEP NOC
• Proactively identify and escalate all service affecting issues in a timely and appropriate manner to operations and/or engineering teams.
• Coordinate workloads and processes between different NEP offices and groups
• Understand and utilize all resources available within the NEP fabric to successfully complete all assigned tasks
• Vigilantly protect live streams by simulating the experience of a viewer and constantly checking for proper audio video closed captioning and picture quality
• Monitor for system failures or quality issues and execute manual failovers if needed
• Follow along with feed check-in to confirm end to end signal
• Monitors all live events and escalate any issues to departmental group
• Serve as the primary point of contact during live events for NEP Clients as the primary level of escalation support
• Work in a support and supervisory role for NEP NOC Technicians during all scheduled pre live and post events
• Promptly recover from any on-air discrepancies and document outcome for management and client review
• Assist in the development and implementation of Standard Operating Procedures (SOP) for the department
• Configure monitor and assist in troubleshooting of live IP signal transmission
• Regularly communicate with clients of varying levels of technical expertise
• Assist coworkers clients and external teams as they execute productions and solve technical issues
• Troubleshoot technical issues and escalate to Engineer-in-Charge or providers
• Report and document technical issues including logging of on-air discrepancies
• Operate all broadcast equipment and technology within assigned operating areas
• Other duties as assigned

Position Requirements:

• Schedule flexibility with the ability to work late nights weekends and holidays
• Works well under the pressure of Live Television
• Setup and oversee the technical requirements for all scheduled and live events
• Understanding and control of broadcast signal acquisition and distribution network broadcast signal flow and broadcast troubleshooting
• Experience with broadcast routers video/audio monitoring playout/ad insertion ingest and other broadcast television technology
• Ability to read scopes and have a basic understanding of broadcast and streaming services
• Experience with automated and fault-based monitoring systems
• Experience with service provider troubleshooting ticketing systems
• Excellent communication skills for a forward-facing and premium customer service experience
• Familiarity with email and group based communication such as Zoom Slack Outlook and others
• Strong aptitude for learning quickly adapting to fast paced environment and handling competing priorities
• Team player and prepared to learn new skills embrace and nurture a culture of change and positive attitude
• Ability to professionally react to high-priority requirements with little or no notice.
• Strong written verbal and interpersonal communication skills in English with Spanish and/or French skills beneficial
• Sports fan and knowledge is a plus
• 2-4 years experience AND 4-year degree (or additional experience)

Note:

The job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individual with disabilities. To perform this job successfully the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge skills or abilities. This document does not create an employment contract implied or otherwise other than an at will relationship.