MCR Specialist

5 days ago

London, Greater London, United Kingdom Encompass Digital Media, Inc. Full time
Job Title: MCR Specialist

Encompass Digital Media, Inc. is seeking a highly skilled MCR Specialist to join our team in Chiswick, London. As a key member of our Broadcast Services business unit, you will play a critical role in delivering exceptional service to our clients.

Job Summary:

The MCR Specialist will be responsible for managing and overseeing the technical aspects of our Master Control Room (MCR) services, ensuring that customer content and network operations are delivered within specification and in line with Service Level Agreements.

Key Responsibilities:
  • Act as the technical authority in the MCR, providing support to the service desk and managing out-of-hours assistance when required.
  • Oversee the technical aspects of MCR services, ensuring compliance with SLAs and delivering high-quality service to our clients.
  • Raise tickets with Engineering or third-party vendors and track progress until fault resolution.
  • Manage relationships with teams based at other Encompass facilities, ensuring alignment of MCR processes, technical elements, and service delivery approaches.
  • Manage the impact of planned change on Encompass broadcast operations, working closely with change enablers to ensure key stakeholders are aware of notified planned changes and key mitigations are in place.
  • Own the problem management function in MCR, ensuring recurring faults are followed up with Engineering and progressed with system manufacturers.
  • Ensure MCR technical documentation is up to date, identifying gaps in documentation and working with the MCR Specialist Manager to produce or update documentation & drawings where required.
  • Work closely with the Head of MCR to identify trends in outages or operational failures, and identify opportunities for continuous improvement within the MCR.
Requirements:
  • Deep understanding of service delivery management with exceptional customer service, collaboration, and relationship building skills.
  • Excellent communication skills for managing expectations and providing regular updates to clients, stakeholders, and senior management.
  • 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 with customer relationship management (CRM) systems, knowledge base, and ticketing software such as Jira, Confluence, and Pikolo iTracker.
  • Understanding of broadcast systems, signal flow, transmission standards, and equipment used in television and radio broadcasting.
  • 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.
  • Expertise in quickly diagnosing and resolving technical failures, particularly during live broadcasts or critical operations, to minimize service disruptions.
  • Well-organized, proactive, flexible, and able to effectively manage own time, prioritize a conflicting workload, and work well under pressure.
Desirable Qualifications and Experience:
  • At least 2 years' experience working in a Master Control Room, Network Operations Centre, or similar Broadcast Operations role involving signal routing and distribution.
  • Experience working in a customer-facing role with strong service delivery management expertise.
  • Experience managing planned change and working with change enablement.
  • Able to demonstrate end-to-end knowledge of broadcast workflows and the distribution of content via satellite, IP, fibre & cloud.
  • Experience working closely with suppliers and partners to deliver mission-critical services with high availability.

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