NOC Video Operations Specialist

Position : Video Operations Specialist Location : Austin TX Duration : Fulltime Job Description : Minimum Qualifications: BA or BS degree in Electrical Engineering or Network/System Engineering background with a heavy focus on Television Broadcast, Streaming and OTT experience or equivalent practical experience. In lieu of a degree, 4 years of relevant experience. Minimum of 4 years of relevant work experience deploying in a network or systems environment that enables Television Broadcast, Streaming and OTT services Working experience in a Television Operations Center or a Internet Service Provider network operations center performing 24/7 monitoring of live video and audio streams Responsibilities: Respond and take necessary troubleshooting actions to incidents escalated from Analyst (Tier 1) team Perform advanced troubleshooting on incidents by following defined SOP s and meeting to the stipulated SLA levels Triage and escalate appropriately as necessary End to end ownership till ticket closure Validate problem descriptions, perform detailed diagnosis, track and update incident in trouble-ticketing system Handling backlog tickets from previous shift and made sure the necessary follow ups done Maintain track of external (Telco/Providers) escalation and perform follow up s for any outstanding tickets and RCA s Participate, drive and manage major incidents Develop postmortem reports as necessary and Drive problem management Communicate and handle escalated incidents and work closely with Customer and all stakeholders with regular outage notification Work on Service requests - perform new Station Turn Ups Provide regular feedback on troubleshooting where processes or documentation have gaps or inefficiencies Update existing and Develop new SOP s Perform any additional task assigned by team lead/manager Update infrastructure documentation i.e system understanding docs, standard operating procedures, infrastructure diagrams Active participation on daily standup meetings and Shift Handover call and provide updates on pending tickets for the next shift Required Skills/Qualifications: 5 - 7 years of experience in Network Operations Center (NOC) as an L2 engineer or Team lead in a Video Network Operations Center(NOC) or technical support center technician/engineer or network troubleshooting involved with broadcast, streaming, OTT platforms, MVPD Operations Excellent written and oral communication skills Ability to collaborate and work with internal teams and external partners Good understanding of NOC monitoring tools and event handling Good understanding of ITIL processes Experience in end to end incident management, ticketing/ticketing tools and supporting maintenance requests Good understanding of data networking / data communications / video networking technologies Must have good understanding of switching/routing technologies and working knowledge on Cisco/Juniper device CLIs In depth understanding and experience in Audio/Video technologies (of MPEG-4/H.264, HEVC/H.265, ASI, MPEG2 Transport Streams, ASI, (HD-)SDI ATSC, PCM, AC3) Experience in at least one video platform (e.g Telestream/Tektronix, Medius/Sentry, Sencore, Tag, etc) with solid understanding of all relevant video platforms. Experience with a Video Delivery Network in at least two areas (e.g.: Acquire, Encode, Encrypt, Deliver). Should be able to perform advanced troubleshooting on audio/video technologies / IPTV platform / switching and routing protocols. Experience in rolling out configuration changes and project deployments Provide guidance to Video Operations Analysts (Tier 1 / Level 1 teams) Perform problem management and develop post mortem reports in coordination with Video Operations Analysts Leads (Tier 1 / Level 1 team Leads) Familiarity with American Sports events (Eg: MLB Baseball, College Football, NFL, NBA Basketball, etc.) Must be willing to work in shifts, 24 x 7 operations