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Technology Specialist
2 months ago
Encompass Digital Media (‘Encompass’) is a global managed services company focused on supporting TV networks, broadcasters, sports leagues and digital platforms with the delivery of their linear/nonlinear video and audio content across television, radio and digital platforms. We design, implement and operate reliable video and audio solutions that capture, process and deliver clients’ content from any source, in any format, to any destination in the most efficient and reliable way possible. Our global connectivity, scalable technology infrastructure and strategic partnerships create a single, synchronized content delivery environment. Using our Altitude Media Cloud Platform, we host a full suite of digital products, including Playout, Over the Top (OTT) streaming, Video on Demand (VOD) processing, Storage and IP distribution, to enable a seamless user experience for many of the globes biggest Media and Entertainment organizations. stream 6,300 hours of TVE/OTT content; and acquire/distribute 275+ live events for our clients worldwide. Headquartered in Atlanta, GA, Encompass operates multiple broadcast facilities across four continents including facilities located in Argentina, Ascension Island, Latvia, Oman, Singapore, United Kingdom and United States of America.
The role of the Broadcast Services business unit is to deliver an unsurpassed service to its clients. This is an operationally hands-on, technically focussed role with an emphasis on customer relationship and incident management.
The role is a customer advocate, and functions as the conduit between account management, support engineering, operations teams, and the customer. You will also work closely with other internal stakeholders, including change and project managers, and teams based at other EDM facilities, to ensure Encompass is delivering an outstanding technical service for its customers.
This is a shift-based position within the state-of-the-art facility in Chiswick, London, working 12-hour dayshifts, including weekends, with a potential requirement to cover ‘on-call’ overnight.
Act as the technical authority in the Fixed Services MCR, providing support to the service desk including the potential requirement to provide out-of-hours assistance when ‘on-call’ for urgent matters.
Overseeing the technical aspects of MCR services, ensuring that customer content and network operations are delivered within specification and in line with Service Level Agreements.
Maintain a close working relationship with teams based at other Encompass facilities, primarily in Singapore, to ensure that MCR processes, technical elements, and service delivery approaches are closely aligned.
Managing third-party vendors and carrying out performance monitoring and regular service reviews.
Knowledge of service level agreements (SLAs) and ensuring compliance with these agreements to maintain high service quality.
Produce monthly reports with detailed analysis of service availability at a granular lever to share with customers.
Trend and root cause analysis, identifying ongoing faults affecting Fixed Services and driving resolution. Identifying process gaps, monitoring support tickets and spotting/trapping developing problems. Deep understanding of service delivery management with exceptional customer service, collaboration and relationship building skills.
Complete knowledge of incident management processes including identification, escalation, resolution and root cause analysis.
Skilled in managing relationships with technology vendors, content providers and other third-party services critical to broadcasting operations.
Experience of customer relationship management (CRM) systems, knowledge base and ticketing software such as Jira, Confluence and Pikolo iTracker.
Experience with IT systems specific to broadcasting including encoding/decoding, transport stream analysis, IP delivery (Zixi Zen) and fiber connectivity.
Experience with satellite broadcasting including uplink/downlink, spectrum analysis and carrier monitoring.
Well organised, proactive, flexible and able to effectively manage own time, prioritise a conflicting workload, and work well under pressure.
At least 2 years’ experience working in a Master Control Room, Network Operations Centre, or similar Broadcast Operations role involving signal routing and distribution.
Able to demonstrate end-to-end knowledge of broadcast workflows and the distribution of content via satellite, IP, fibre & cloud
