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Technical Lead, Technology Operations
Entertainment & Media Industry Company
Universal City, CA, United States
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About Us
Company is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. Company owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. Company’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
Responsibilities
The Technology Operations Technical Lead is a member of the Cable Entertainment Technology team, which manages the technology strategy for Company’s Cable Entertainment portfolio (comprising of USA, Syfy, Bravo, E!, among others). The technology portfolio consists of custom- and vendor-supported products that support various finance, scheduling, programming, production, and marketing departments.
The Technical Lead will be responsible for supporting domestic & international end users of a video streaming product, which streams pre-/post-air cuts of various Company television shows. The Technical Lead should have strong technical support skills for Macs, PCs, and iOS devices. Strong written and verbal communication skills are a must. Finally, the Analyst should have working knowledge of video codecs, transcoding, and rough editing.
Specific responsibilities include –
Supporting multiple technology products from an administration and L1 support perspective;
Work in close collaboration with NY-based Manager and east coast team to provide proper coverage during regular business hours;
Interacting directly with on-site and remote users through phone, email, and Zendesk tickets;
Using a web-based administration tool to create users, manage permissions, upload content, etc.;
Ingest content daily;
Perform rough editing of video content (cutting beginning & end of a video);
Provide monthly audits and reports to select business units;
Work closely with NY-based team to ensure proper coverage is provided during normal business hours;
Communicating effectively with non-technical users, sometimes where English is not their primary language;
Conduct thorough testing of new product features;
Become a subject matter expert in the system(s) as well as the business process that he/she is supporting;
Creating documentation and managing user-facing knowledge base articles;
Occasional off-hours support may be necessary to address outages and pressing system issues.
Qualifications/Requirements
3+ years’ experience in Client Services or Production Support role, supporting hardware and/or software;
Demonstrated written skills from previous work experience;
Demonstrated organization skills from previous work experience;
Self-starter that demonstrates initiative and ability to work independently with little supervision.
Desired Characteristics
Experience in US Media & Entertainment environment preferred;
Excellent communication, presentation & analysis skills with solid business acumen;
Demonstrated ability to use Excel to summarize large monthly sets of data (usage reports, user reports, etc.);
Collaborative team player accustomed to working within and across groups;
Organized and detail-oriented with ability to manage own work;
Ability to manage through competing/conflicting requests and obtain consensus;
Ability to overcome obstacles and develop resolutions to complex problems;
Ability to work in a fast paced, deadline driven environment.