Program Manager, Triage & Escalation

Job Description

Paramount+, a direct-to-consumer digital subscription video on-demand and live streaming service from Paramount Global, combines live sports, breaking news, and a mountain of entertainment. The premium streaming service features an expansive library of original series, hit shows and popular movies across every genre from world-renowned brands and production studios, including BET, CBS, Comedy Central, MTV, Nickelodeon, Paramount Pictures and the Smithsonian Channel. The service is also the streaming home to unmatched sports programming, including every CBS Sports event, from golf to football to basketball and more, plus exclusive streaming rights for major sports properties, including some of the world's biggest and most popular soccer leagues. Paramount+ also enables subscribers to stream local CBS stations live across the US in addition to the ability to stream Paramount Streaming's other live channels: CBSN for 24/7 news, CBS Sports HQ for sports news and analysis, and ET Live for entertainment coverage.

We are seeking a Triage and Escalation Project Manager to join our PMO team at Paramount+. You are all about product quality. The majority of the day is about ensuring we are leading critical issues, triaging, resolving and deploying fixes while you help the team run the release lifecycle. The right candidate for this role is a solution provider, change-agent, master of jugglers and keeper of the process for our cross-functional, matrix, and global teams. You have had experience as a program manager and/or release manager. You also have knowledge in streaming, direct-to-consumer products, where quality is the number one priority. You are proactive, resourceful, and know how to hustle to get the issue resolved, all the while able to report to our collaborators at a moment's notice the health of our product, platforms, and tickets. Jira is your friend, and you are an agile change-agent, able to improve and introduce new processes to ensure we stay on track and deliver on time with quality.

Your Day To Day:
• Very technical triage leader to run bridges to see issues to resolution, improve escalation process and RCA identification/documentation.
• Responsible for system wide operations to resolve urgent issues and remove impediments for the multiple multi-functional teams.
• Collect and analyze production issues from partners, QA, customer support, and internal NOC/QA/Engineering teams through running the triage kanban board (Jira) and triage accordingly to the right teams for mitigation, resolution and release.
• Codify our critical issue and triage process, improving playbooks, approval processes and process rollouts around risk mitigation and issue resolution.
• Run point on post mortems and write RCAs with appropriate teams.
• Ensure appropriate controls are met in the bug triage critical metrics and SLAs pertaining to release and deployment processes, implementing issue writing and identification, standard methodologies with Jira ticket writing acting as process champion.
• Responsible for the communication plans to keep partners informed of triage and resolution statuses.
• Keen Agile Project Management for the functional and video QA teams. for Video Streaming NOC team, ensuring the analytical, prioritization and operational functions of the team are efficient, cohesive and handled in a timely manner for our release automation and run teams.
• Process Guru Coach, facilitate, and maintain a steady and beneficial Agile process methodologies for the teams, driving process and visibility.
• Contribute to the Release Process Strategy, evangelize any and all standard methodologies specific to release management, coordinating documenting and rolling out new release and delivery processes.
• Run Global Release Schedule, take responsibility for the master schedule of feature releases, sharing status regularly to partners on releases, launches, hits and misses.
• Take responsibility for tracking all platform releases and hot fixes.
• Support deployments for platforms as needed, Run Go No/Go Checkpoints leading up to major releases and mitigating issues.
• Lead the release path for specific Platform release across multiple teams.
• Ensure releases are verified on production after deploys, to close all open tickets.
• Based in the East Coast but works with teams in different timezones, from USA, Canada, LaTam, Europe and Australia. Therefore needs to be flexible with your work shift schedule.
• Additional other duties as assigned.

Qualifications:

What you bring to the team:

You have -
• 3+ years Scrum Master, RTE experience (certification is a plus) with deep understanding of all things Agile (Scrum, Kanban and other methodologies)
• 3+ years multi-project management experience in a technical (SDLC) environment
• Keen understanding of release and deployment processes for frontend and backend platform.
• Experienced and deep technical understanding with video CMS, streaming technologies, live stream operations, or metadata/video localization
• Solid understanding of Engineering platforms and tools including but not limited to effective branching and merging strategies, pull requests, and code reviews using Bitbucket, GitHub, Jenkins, CI/CD workflows
• Proficiency Jira (Fix Version management and reporting dashboards), Confluence, Google Suite, and able to whip up a presentation as needed on the status of releases.
• Technical problem solving and root cause analysis skills, also ability to run ''Post Mortems/RCAs'' after one of those sticky problem releases.
• Great interpersonal skills with the ability to strongly communicate in a fast-paced creative environment.
• Bachelor's degree or equivalent experience

You might also have –
• Knowledge of responsive design experience on Mobile, Desktop and Large TV screens.
• Experience with Content Management Systems (CMS), Subscription or Membership sites, Publishing Systems, Digital Media sites development, video and/or knowledge of advertising concepts (traditional and/or online)
• Basic proficiency with standard development software (do not need to be able to code, but a general understanding of what each can do, etc.)
• Understanding of video technology stacks, including but not limited to, ingestion, video encoding/packaging, DRM, Ad insertion, CDNs, APIs, QoS tracking
• SAFe Agilist certification in addition to ScrumMaster
• Expert JIRA admin user
• Knowledge of responsive design experience on Mobile, Desktop and Large TV screens

ADDITIONAL INFORMATION

Hiring Salary Range: $110,000.00 - 130,000.00.

The hiring salary range for this position applies to New York City, California, Colorado, Washington state, and most other geographies. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and PTO or, if applicable, as otherwise dictated by the appropriate Collective Bargaining Agreement. This position is bonus eligible.

https://www.paramount.com/careers/benefits

Paramount is an equal opportunity employer (EOE) including disability/vet.

Jobcode: Reference SBJ-rvz1vn-3-145-131-28-42 in your application.