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Broadcast Services Specialist

2 months ago

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

Encompass Digital Media, Inc. is a global leader in managed services, supporting TV networks, broadcasters, and digital platforms with the delivery of their linear/nonlinear video and audio content. 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.

About the Role

This is an operationally hands-on, technically focused role with an emphasis on customer relationship and incident management. As a Broadcast Services Specialist, you will be 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.

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, 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.
  • Manage third-party vendors and carry 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 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.
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.
  • 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-organized, proactive, flexible, and able to effectively manage own time, prioritize a conflicting workload, and work well under pressure.
About Encompass Digital Media, Inc.

Encompass Digital Media, Inc. 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.