Manager, Technical Support & Operations

Job Description

Responsibilities

The NBC Owned Television Stations Digital team is seeking a Manager of Support & Operations for its online and digital properties. The applications supported are components of online web applications; this is NOT a desktop support role. We are looking for a strong team leader, knowledgeable in online products (news sites, video, content management systems) and customer service.

Responsibilities
• The Support & Operations manager is responsible for prioritizing, delegating, monitoring and managing all user technical and operational support tickets.
• Ensure a fair distribution of department workload by managing the support queue and be willing to provide technical assistance to our internal and external teams.
• Perform as the appointed primary contact person for any system/technical outages as needed. Also be responsible for engaging with the appropriate teams and 3rd party vendors where/when necessary to resolve any issues and requests as needed, while also providing any necessary feedback and/or updates via any associated tickets.
• Manage incoming technical and operational support requests from users and internal teams, while also ensuring tickets are responded to within our specified Service Level Agreements. Categorize, prioritize, and assign support tickets to the appropriate internal groups while also providing feedback to the user as needed.
• Working within various production platforms that are part of our evolving technology stack; Content Management System, Video (OVP), Amazon EC2, Content Distribution Network (Akamai) and other online web applications.''
• Closely working with our editorial team(s) in various regions, while troubleshooting in real-time to provide timely resolutions, as well as updating tickets accordingly, and providing any necessary communications to our various teams.
• Creating and analyzing production ticket reports to identify trends while working with other teams to create solutions, optimize, and alleviate potential and possible root causes.
• Ability to work, coordinate, and assist with our internal development teams, cross market editors, and various 3rd party vendors as needed.
• Mentor and Motivate team members by being data driven using various tools and reports.
• Specifying and building tools to improve the speed and quality of support.
• Foster an environment of learning, sharing, and collaboration for the Support and Ops team.
• Maintain a calm composure while simultaneously being able to help stakeholders during possible high-pressure situations (breaking news, technical outages, etc.)
• Develop an environment focused on both internal staff development and stakeholder engagement.
• Proactively identify opportunities to train the various (internal and external) teams and improve efficiency and effectiveness.
• Develop and maintain specific departmental goals, practices, policies, and SOP.
• Remove impediments faced by the team and handling escalated issues in a timely and professional manner.
• Participate in 24/7 after-hours, on-call, holiday, and emergency coverage.

Qualifications/Requirements
• Proven 3+ years of working experience as a manager
• 3+ years of experience in supporting production systems or similar(digital)
• Be willing to provide after-hours/on-call support coverage 24/7 (including weekends & holidays)
• Must be open to both 1st & 2nd shift schedules (TBD)
• Experience with JIRA/Confluence/ServiceDesk
• Strong understanding of Network Protocols such as HTTP, HTTPS and DNS
• Have expertise with WordPress CMS
• Have a general knowledge of various troubleshooting tools; Virtual machines, screen sharing applications, Charles debugging proxy, Web Browser Developer toolbars, and various other web testing utilities
• Have a solid knowledge of IOS, and Android platforms, and all major web browsers (Chrome, IE, Firefox, and Safari)
• Have good understanding of various web programming languages and technologies, these should include but aren't limited to; HTML, CSS, JavaScript, Java, XML/RSS feeds, JSON & JSON formatting, API's, and Unix
• Experience in CI/CD – Jenkins and/or Travis CI
• Familiar with automation tools and will work alongside the development teams to provision, automate, and tune multiple environments.
• Diligent time management and analytical skills

Eligibility Requirements
• Interested candidates must submit a resume/CV online to be considered for the position
• Must be willing to submit to a background investigation.
• Must be 18 years or older
• Must have unrestricted work authorization to work in the United States
• Must be covered by Solutions, NBCU's Alternative Dispute Resolution Program

Jobcode: Reference SBJ-gpx4xo-3-145-16-90-42 in your application.