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MCR Specialist

2 months ago

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

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. 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.

Job Summary:

The MCR Specialist - Service Delivery will support the Fixed Services Master Control Room (FSMCR) team with the specialist aspects of service delivery, primarily focused on the management and oversight of IP and satellite distribution for the BBC. 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 potential out-of-hours assistance when 'on-call' for urgent matters.
  • 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.
  • Raise tickets with Engineering or third-party vendors and track progress until fault resolution.
  • 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 the impact of planned change on Encompass broadcast operations, working closely with change enablers, ensuring that key stakeholders are aware of notified planned changes and key mitigations are in place.
  • Own the problem management function in MCR, ensuring that 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, regularly feeding into the MCR continuous improvement plan.

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.