Senior Digital Platform Support Analyst

Job Description

Overview

The Role

Reporting to a Digital Duty Operations Manager, this position is critical into monitoring and supporting Discovery's extensive suite of Live and VOD OTT/Digital systems and client applications end-to-end. This involves the video delivery from source to end users as well as the metadata workflow Resources supporting this role are our Tier 1/Tier 2 behind-the-scenes operations support team expected to have a versatile skill set both technically and personally with the ability to stay focused and continually develop as an experienced and skilled technician. Analysts in this role will have experience in leading difficult situations, staying calm, reacting quickly under pressure and being able to execute on the key responsibilities noted below.

Also providing additional technical support to our Digital Platform Analysts. The role holders will be a point of escalation for the Digital Analysts and will also be accountable for the training and development of the teams. This is a fast pace, ever evolving role which is required to provide key support for the Duty Manager, running and participating in major Incidents, chairing and managing some of Discovery's key event bridges but also be the main ' Go To' for analysts and Duty managers. They must be able to cope well under pressure and provide mentoring to the rest of the team.

Highlights of the role

The position is a shift-based role working as part of a unified ''virtual'' teams that will consist of members from multiple disciplines (Distribution Operations Network Operations, Enterprise Platform Operations, Digital Platform Support Operations and Security Operations) to form a dynamic technology focused team capable of providing monitoring all Discovery linear and non-linear output as well as supporting IT infrastructure. The support operation also leads Discovery's response to all incidents within our infrastructure.

Post holders will be expected to work shifts including weekends and night shifts.

The team execute our IT Event, Incident and Request Management processes at Discovery ensure a culture of excellence and consistent service and supporting Discovery's best in class platform infrastructure.

The centers are also the point of contact and owners for an IT Major Incident Incidents and as an Analyst are responsible for initiating IT Major Incident process and procedures in our Platform Infrastructure.

Responsibilities
• Monitor Discovery's OTT infrastructure systems and video streams in real-time using both eyes-on-glass and automated monitoring methods to ensure programme KPIs are always upheld.
• Respond to automated alarms/alerts and carry out defined analysis, triaging and/or escalate to relevant engineering teams within agreed SLAs.
• Analyse all client issues escalated by customer service teams as well as internal production/content operation teams being the primary point of contact
• Ensure all issues are logged and tracked through to resolution leveraging the ITIL principle of Incident, Problem and Change management.
• Ensure detailed shift handover among colleagues.
• Provide support to the Duty Operations Manager in the management of high priority outages as needed, providing stakeholder communications at agreed intervals until resolution of issue with root cause determined.
• Coordinate with vendors and 3rd party suppliers on relevant issue reporting/resolution, post incident reports, onboardings, service reviews and system migrations/deployments.
• Engage in regular internal stakeholder meetings (customer services, production/content operations, QA team, product owners and engineering teams)
• Perform sanity checks on back-end systems and front - end platform after deployments and releases and provide feedback to engineering teams regularly.
• Update department support documentation (Knowledge base, run book) promptly to reflect all changes.
• Act as the initial point of escalation for the team for all technical issues/queries.
• Aid and occasionally, handle major incidents across all of Discovery's Digital platforms in line with the department's major incident management process.
• Initiate correction of errors/root cause analysis report after every major incidents and/or recurring issues, engage relevant internal/external stakeholders for their input where applicable and identify action items i.e. drive the report from start to finish prior to submission for leadership review.
• Lead daily team stand-ups and co-ordinate support for the day's live events and upcoming infra/client platform deployments/releases.
• Prepare and send out relevant end of day status reports.
• Ensure all logged incidents and client/production team queries are dealt with accordingly and within agreed SLAs daily.
• Work alongside manager, business analysts and devops to drive continual team process and skills improvement from feedback and analysis.
• Act as a super-user for new application/process onboardings, prepare detailed and clear documentation and then offload knowledge/process to the rest of the team.
• Assist Duty Manager in defining, documenting and maintaining the team's daily tasks/house keeping.
• Deputise for Duty Manager when required.
• Lead and represent team on internal/external stakeholder meetings, be it regular service reviews or projects.
• Ensure team documentation/knowledge base and processes are upto date.
• Carry out/oversee training for new starters/hires.

Qualifications
• Previous experience working in digital technical operations or media operations environment
• Experience of monitoring and supporting digital platforms
• Working experience in handling HD and SD video feed input
• Education – 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.
• Working 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
• Excellent written and verbal communication skills and a friendly disposition
• Able to communicate technical matters to technical and non-technical audiences
• Excellent interpersonal skills
• Flexibility to work early morning, evening, weekend, and overnight shift
• 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 maintain focus in a high-pressure environment. Should thrive in a fast-paced environment, being able to meet short deadlines.
• A clear understanding of OTT Video delivery and EPG/Metadata delivery workflows/pipelines.
• Working knowledge of CDNs (Content Delivery Networks)
• Good understanding of AWS infra or any equivalent cloud infra solutions.
• Working knowledge of infrastructure and application monitoring/alerting applications (APM) such as AWS Cloudwatch, New Relic, Grafana, Splunk, DataDog or equivalent.
• Experience with QoE/client app monitoring systems such as Conviva, MUX, Firebase, Witbe or equivalent.
• Good working knowledge of ITIL or AGILE principles.
• Proficient with incident management applications - ServiceNow, JIRA and PagerDuty (All 3)
• Good written and verbal communication skills. Adept at translating complex technical concepts into meaningful recommendations.
• Strong analysis and problem-solving skills
• Demonstrates enthusiasm for playing a key role in ensuring departmental deliverables; being highly approachable and available to facilitate on-time delivery

Jobcode: Reference SBJ-d9b387-18-222-184-162-42 in your application.