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Broadcast Services Specialist

2 months ago

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

Company Overview:

Encompass Digital Media, Inc. is a global managed services company that supports 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.

Job Summary:

The Broadcast Services Specialist will be responsible for delivering an unsurpassed service to clients in a Master Control Room environment. This is an operationally hands-on, technically focused role with an emphasis on customer relationship and incident management.

Key Responsibilities:

  • Act as the technical authority in the Fixed Services 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, maintaining a close working relationship with teams based at other Encompass facilities to ensure that MCR processes, technical elements, and service delivery approaches are closely aligned.
  • Manage third-party vendors and carry out performance monitoring and regular service reviews to ensure compliance with service level agreements.
  • 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.

Requirements:

  • 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 with IT systems specific to broadcasting, including encoding/decoding, transport stream analysis, IP delivery, and fiber connectivity.
  • 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, fiber, and cloud.