Video Operations Specialist

Position Title : Video Operations Specialist

Location : Austin, TX

GRS ID : 247362

Minimum Qualifications:

• BA or BS degree in Electrical Engineering or Network/System Engineering background with a heavy focus on Television Broadcast, Streaming and OTT experience or equivalent practical experience. In lieu of a degree, 4 years of relevant experience.
• Minimum of 4 years of relevant work experience deploying in a network or systems environment that enables Television Broadcast, Streaming and OTT services
• Working experience in a Television Operations Center or a Internet Service Provider network operations center performing 24/7 monitoring of live video and audio streams

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