L2 Digital Operator

NBCUniversal - Stamford, CT

Full-time - Mid Level

Stamford, CT

Broadcasting and Content Providers

About the position

As a Digital L2 Operator at NBC Universal (NBCU), you will be overseeing the distribution and support of NBCU's digital properties including live streams, linear and VOD assets to internal and external distribution partners and platforms. At the core, this role will oversee a team of L1 monitoring and support personnel within the NBCU Digital Network Operations Center. This team facilitates the monitoring and control of our digital distribution operation and associated internal infrastructure. You will manage the day-to-day responsibilities of the L1 team. The operation will include real-time monitoring of live streams, VOD delivery workflows, internal content processing and management systems, and a set of data aggregation tools across the entire distribution chain. You will act as L2 support and the primary point of escalation for the L1 team. In conjunction, you help oversee product support and delivery of video across on and off-domain platforms. Level 1 and Level 2 support will be facilitated by this collective group, including real-time troubleshooting, escalation, resolution, and reporting of issues. The Digital L2 Operator will be a primary point of inbound and outbound escalations and communication on behalf of the greater Digital Operations organization. You will also be accountable for measuring and controlling quality across the on-air environment, by driving best practice training, technology, and workflows. This role is a unique opportunity to help grow a state-of-the-art, cutting-edge, one-of-a-kind facility and team that will pioneer digital delivery and distribution for the industry.

Responsibilities

• Oversee the end-to-end distribution and support (L1) personnel to ensure the availability and reliability of NBCUniversal assets on NBC OTT Platforms
• Own and manage L1 support, including escalation, resolution, and reporting across the digital footprint and larger organization
• Digital encoder set up of Tier- 1 event-based streaming across the NBC Portfolio including NFL, Premier League, The Open Championship, The Olympics, etc.
• Assist partners and clients to resolve issues, satisfy delivery obligations, and helping execute workflow changes within our dynamic environment
• Capture Proxy logging of consumer devices to assist Engineers and Developers in troubleshooting outages
• Own the timely response of support tickets and escalation to Supervisors and the Incident Management team
• Own and manage strong working relationships with internal and external partners and clients

Requirements

• Bachelor's degree and/or related experience
• Minimum of 2 years' experience in Digital Operations
• Minimum of 2 years' experience in Product Support or Dev Ops
• Minimum of 2 years' experience in a Network Operations Center or digital distribution facility
• Minimum of 2 years' experience in a role with a track record of effective staff management along with high energy level, and strong team skills
• Minimum of 2 years' experience working on a support team
• Willingness and ability to work or be on call at any time, sometimes on short notice to support a 24/7/365 operation

Nice-to-haves

• Extensive experience, understanding and knowledge of digital product and distribution systems, standards, and processes
• Technical experience with digital video and audio, troubleshooting and test techniques
• Prior experience with video encoding, delivery distribution workflows
• Experience with scheduling and resource management
• Strong attention to detail, communication, and interpersonal skills
• Effectively flexible in approach, and responds well to pressure
• A track record of meeting or exceeding performance expectations

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid leave
• Tuition reimbursement
• Variety of other discounts and perks