Technical Operations Manager

Job Description

Channel 5 is an award-winning public service broadcaster and the UK's third latest commercial TV station, reaching 3 in 4 of the UK viewing public each month. The channel has a diverse schedule of original programmes across genres including issue-led documentaries, popular factual, accessible history, stunning natural history, inclusive entertainment and reality, top level sport, high quality scripted programming, headline-grabbing current affairs and critically acclaimed children's and news programming. Channel 5 is a unit of Paramount Global.

KEY RESPONSIBILITIES

Reporting to the Senior Director of Quality and Operations in the UK Streaming team, this role is an exciting opportunity to work in a fast-paced, commercially driven, growing digital media team. The successful candidate will be from a service desk, development, testing or network operations background, ideally in the UK VOD sector, and will be looking to move in to a wider operational role. Your primary responsibilities will be centred on the day-to-day operations of the digital team, including, but not be limited to, the following:

Internal 1st Line Support
• Provide 1st line technical support for Channel 5 digital products to internal teams (e.g. Customer Support, Product, Solutions, Analytics, Content, QA, Operations and Senior Management).
• Capture, log, prioritise, and track all live operational issues.
• Technical ownership of issues through to resolution/closure.
• Provide stakeholders with regular status updates on open issues.
• Proactive investigation and analysis of all Channel 5 digital products to identify issues before they are reported.
• You may be required to be a technical point of contact out of office hours (on a rota basis). Any work undertaken during evenings and weekends will be recoupable from standard office hours in consultation with the Senior Director of Quality and Operations.

2nd Line Support
• Provide 2nd line technical support on all logged issues.
• Hands on technical analysis of issues to identify likely root causes.
• Escalation of issues to 3rd party support teams.

Change Management
• Scheduling of all Production and non-Production changes
• Participation/Chairing of regular Change Advisory Board meetings
• Liaise with Test Manager to ensure all changes are fully tested before release
• Coordination of post-deployment testing
• Ensure stakeholders are kept informed of release schedule and progress

Change Implementation

Hands-on implementation of:
• Application deployments
• Configuration changes
• Infrastructure maintenance
• Network/DNS/CDN changes

Testing
• Where required, assist the Test Manager with UAT and Regression testing across all Channel 5 digital products.

ESSENTIAL QUALITIES
• Attention to detail and analytical approach to problem solving.
• Proactive desire to identify problems before they are reported.
• Team player.
• Strong sense of ownership.
• Self-motivated and highly organised, able to work well within a team, be flexible and manage time effectively against competing pressures.
• Commercially focused, with an awareness of the impact of technology decisions on business priorities.

ESSENTIAL SKILLS/EXPERIENCE
• Successful candidate will be from a helpdesk, development, testing or network operations background, and will be looking to move in to a wider operational role.
• Knowledge of VOD OTT delivery.
• Extensive experience with Jira and Confluence (or similar tools)
• Hands on technical experience of triaging issues across a range of technologies including video, metadata, DRM, web sites, mobile apps, TV apps, content management systems, cloud hosting, CDN's, advertising and analytics.
• Experience of using debugging and tracing tools such as Fiddler, Charles, and Wireshark.
• Good understanding of Incident management and Change management processes (ITIL)
• Educated to degree level or higher in a relevant technical discipline.
• Strong oral and written communication skills.

DESIRABLE SKILLS/EXPERIENCE

Experience working with/managing:
• AWS cloud solutions
• Video quality of service (QoS) solutions (e.g. Youbora, Conviva)
• Application monitoring solutions (e.g. New Relic)
• Customer Support tools (e.g. Zendesk)
• DNS records
• CDN integrations, URL rewrites, content purges and traffic monitoring.
• Firewall access rules/ACL's/IP whitelisting
• Customer Support tools (e.g. Zendesk)
• HTML, XML, JSON, CSS, Javascript
• Content management systems such as Wordpress or Drupal
• Network analysis and configuration (e.g. Traceroute, NSLookup, Whois)
• Agile development framework
• Analytics tools such as Google Analytics and Adobe Analytics

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

If you have any difficulties in applying or require access needs arising from a mobility or any other impairment please let us know by emailing uk.recruitment@vimn.com or calling 0207 555 1234. We can then ensure your experience and visit is as smooth and enjoyable as possible.

Jobcode: Reference SBJ-d5wey7-52-15-63-145-42 in your application.