Technical Operations Engineer 1

Job Description

The Job

WarnerMedia seeks a Technical Operations Engineer 1 for the CNN department.

The Technical Operations Engineer I position plays a critical role in the 24/7/365 operations of the business and the support to Production Technology customers. It involves Tier 1 support of all production across Warner Media as well as Quality Control of all feeds that enter the building for live production while also operating the function of ingesting commercials and promotional materials for broadcast.

The Daily
• Technical Operations Center and Quality Control (TQC): As a critical component of all live News, Sports and Entertainment broadcasts, an Technical Operations Engineer I in TQC is in constant communication with Control Room and Newsroom staff, ensuring the highest quality for live video feeds going to air and feeds being recorded for later edit and archive. It is TQC's responsibility to adjust audio and video levels to meet News, Sports, and Entertainment standards, synchronize lines, and adjust other aspect ratio or audio channel settings using an array of technology from waveform guides and vector scopes to powerful, integrated touch screen controls. With eyes constantly on air, an Operations Engineer I is also responsible for monitoring the ongoing quality of the outgoing path. If there are any hits, distortions, or other signal problems, engineers in QC will initiate large scale notifications and assist in the investigation while documenting and reporting the information discovered during the process.

Commercial and Promo Automated Ingest (CAR): The Operations Engineer I coordinates with Sales and Promotions teams to ingest all commercial and promotional video content played out through the various CNN networks' broadcast automation systems. Each video is married with meta data controlling its playout details, reviewed using the same Quality Control hardware and methods as live feeds, and meticulously checked for playout accuracy. Any discrepancies are reported accurately to the originating teams and partner engineering shops as needed to protect the revenue stream, and regular cleanup of the automation database and playback server is performed daily.
• Broadcast Command Center (BCC) Service Desk: In the BCC, an Operations Engineer I acts as part of a collaborative team environment. It is the central nervous system of incidents, service requests, and major activities throughout broadcast engineering, editing, and production operations at the Warner Media, News & Sports, and Entertainment properties. The Operations Engineer I receives incoming calls and tickets, performs first-call triage, dispatch, and escalation on incidents ranging from low priority to On-Air emergencies. They monitor services and equipment for a wide variety of systems and technologies and coordinate the communication around Major Incidents which have organization-wide impact to job abilities or air. Resolution of incidents are done through remote control software, researching using a knowledgebase repository, or in person for on-site customers. All incidents and requests are logged in an industry standard IT Service Management tool by the BCC. Broad communications are handled through enterprise level notification systems and organizational chat solutions. Excellent communication is key as the Operations Engineer I engages and navigates the position. Customers include Production Technical Operations, On-Air Talent, Journalists, and Editors across multiple bureaus in multiple cities around the world globally and are supported 24/7. In addition, the Operations Engineer I will have the opportunity to shadow with other engineering teams and participate at an implementation level in larger projects. This is often in the form of cabling and equipment install/removal throughout the various Terminal Gear Rooms, Data Centers, and Broadcast Facilities in Atlanta or one of our many bureaus.

The Essentials
• Minimum of a two-year Technical Degree in Computer Science, Information Technology, or Broadcast Engineering (or equivalent education / experience / training)
• Computer Repair / Electronic Repair / Software and Hardware Troubleshooting experience
• Comfortability with Windows 7, MAC OS X, CentOS (Linux experience is a plus)
• Outstanding written and verbal communication skills, including technical and business writing
• Customer Service experience
• Focus and attention to detail during repetitive tasks
• Ability to excel working on their own as well as in a team environment
• Ability to resolve complex technical problems in a timely manner
• Self-motivation with a passion for technology and learning
• Flexibility to work in a shift environment with periodic shift rotation and days off including days, nights, overnights, evenings, weekends, or holidays.

Desirable Requirements:
• Experience in Broadcast Engineering, Live Video Production, Information Technology, Customer Support, Networking, Computer Science, and Troubleshooting skills
• IT Networking and System Administration Experience
• Programming or Scripting involving Java, .NET, HTML, PHP, JavaScript, and/or NodeJS a plus
• Database Administration experience with MySQL, Oracle, MSSQL, and/or MongoDB a plus
• Helpdesk / Service Desk Experience (highly desirable)

Jobcode: Reference SBJ-gx7j8q-18-218-172-249-42 in your application.