Digital Platform Support Analyst

Job Description

This role is a fixed term contract.

Responsibilities
-Monitor Discovery's digital platforms and video streams in real-time
- Responsible for coordinating technical support of all digital playout
- Acts as primary point of contact for all reported digital playout issues.
- Outage vetting initiating of critical outage situations
- Severity 1, 2, and 3 outage notifications/updates/resolutions for digital
- Working experience of AWS operations - Implement, or assist with implementation of, changes to digital production and infrastructure
- Perform & coordinate escalation resolution of incidents to Discoverys vendors
- Provide oversight to the Release Management process in monitoring and updating the status of releases
- Partner with Digital staff to ensure success of daily Digital operations
- Provide support for server patching/change management
- Provide support for other Technology Operations duties
- Provide a seamless and professional experience in supporting remote and regional business areas
- Monitor Discoverys production network in realtime
- Identify, adjust, and help establish new monitors and metrics needs
- Be available for on-call/after hours to support critical outage situations requiring multiple streams of technical lead support
- Uphold professional ticket management from the get-go for the benefit of the rest of the global support teams by ensuring all ticket types are logged, work logs comprehensively updated and then carefully manage routing to ensure resolution
- Maintain on-going communication with customers, keeping them up-to-date with the progress of their tickets
- Serve as a liaison between other support teams and the customer as required by working collaboratively across all leadership levels
- Provide support to the Duty Operations Manager in the management of outages as needed, providing communications to small and large-scale user groups.
- Be proactive and ensure constant follow up with involved technology teams to ensure resolution
- Ability to embrace and support new technologies introduced first hand to Digital & IT - Experience with ITIL principals
- Keep Knowledge Base(s) up-to-date

Requirements
- Experience of monitoring and supporting digital platforms
- Working experience in handling HD and SD video feeds
- Preferred Bachelor's degree in Digital Media, Information Systems, Computer Science, Business Administration, or related field or equivalent experience.
- Working knowledge of ServiceNow MS Word, Excel or similar computer software systems & experience of cloud environments particularly AWS or Azure
- Must be able to work independently and prioritize workload to complete tasks in a timely manner - Able to work without supervision, combining initiative with discretion
- Able to communicate technical matters to technical and non-technical audiences
- Flexibility to work early morning, evening, weekend, and overnight shifts
- ServiceNow or similar Call Management application experience
- Understand and be able to work with monitoring systems and related technologies
- Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements
- Ability to provide Total Call Ownership to include handling customers, escalating issues as appropriate and providing the necessary follow up before incidents are closed
- Ability to define & document support procedures as required
- Ability to maintain focus in a high-pressure environment. Should thrive in a fast-paced environment, being able to meet short deadlines.

Jobcode: Reference SBJ-d87bx9-3-145-88-130-42 in your application.