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Broadcast Services Operations Specialist
2 months ago
**About the Role**
We are seeking a highly skilled and experienced Broadcast Services Operations Specialist to join our team at Encompass Digital Media, Inc. This is an exciting opportunity to work in a fast-paced, dynamic environment where you will be responsible for delivering exceptional customer service and technical support to our clients.
Key Responsibilities
- Act as the technical authority in the Fixed Services Master Control Room (MCR), providing support to the service desk and ensuring that customer content and network operations are delivered within specification and in line with Service Level Agreements.
- Oversee the technical aspects of MCR services, including managing third-party vendors and carrying out performance monitoring and regular service reviews.
- Develop and maintain close working relationships with teams based at other Encompass facilities, primarily in Singapore, to ensure that MCR processes, technical elements, and service delivery approaches are closely aligned.
- Produce monthly reports with detailed analysis of service availability at a granular level to share with customers.
- Trend and root cause analysis, identifying ongoing faults affecting Fixed Services and driving resolution.
- Identify process gaps, monitor support tickets, and spot/trap 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.
Requirements
- At least 2 years' experience working in a Master Control Room, Network Operations Centre, or similar Broadcast Operations role involving signal routing and distribution.
- End-to-end knowledge of broadcast workflows and the distribution of content via satellite, IP, fibre, and cloud.
What We Offer
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development in a dynamic and innovative company.
