Manager, System and Database Operations

Cogeco • Quincy, MA

23h • Hybrid

About The Position

The Manager, Content Ingest & SimSub Operations is responsible for leading the end-to-end content ingestion function supporting video platforms and broadcast operations. This role ensures efficient onboarding, validation, processing, and distribution of video assets and metadata across linear, VOD, OTT, and IPTV services.The Manager oversees daily ingest operations, drives process standardization and automation, and ensures alignment between technical teams, content providers, and operational stakeholders. The role combines leadership, operational excellence, and technical oversight to maintain high service quality and platform reliability. This role also includes the management of the Simulcast Switching Team and works on the delivery of Simulcast Switching services

Requirements

• A Bachelor's degree in Engineering, IT, or a related field is an asset.
• 5+ years of experience in a telecommunications environment.
• 5+ years of experience as a specialist in technology infrastructure.
• 5+ years of experience in managing technology projects.
• Excellent understanding of SLAs and workflow modeling.
• A positive attitude with a strong interest in continuously learning, experimenting, and improving.
• Experience with ServiceNow, JIRA, Confluence.
• Proficiency with the Microsoft Office Suite.
• Strong understanding and experience in service management and service delivery platforms.
• Experience in leadership by influence within a matrix and agile model.
• Excellent written and verbal communication skills.
• Bilingualism is essential.
• Experience in effective change management, implementing change, and helping others navigate through it.
• Self-motivated with the ability to take initiative and resolve issues independently.
• Occasional travel may be required (5%).

Responsibilities

• Lead and manage the Content Ingest team responsible for onboarding video assets and metadata.
• Ensure day-to-day ingestion workflows meet operational SLAs and quality standards.
• Oversee workload prioritization, resource planning, and escalation management.
• Maintain operational readiness for live events, VOD launches, and critical content deliveries.
• Own end-to-end ingestion processes including: Content acquisition and file delivery validation, Metadata ingestion and normalization, CMS processing and publishing workflows, XML/JSON validation and transformation.
• Ensure accuracy and completeness of content and metadata before publication.
• Coordinate corrective actions when ingest issues arise.
• Ensure compliance with delivery specifications and contractual obligations.
• Collaborate closely with: Video Engineering teams, QA & Testing teams, Product and Platform teams, Operations and Customer Experience teams
• Serve as the operational bridge between content operations and engineering.
• Participate in platform evolution initiatives and new workflow deployments.
• Identify opportunities to automate repetitive ingest tasks.
• Drive operational efficiency improvements through tooling and workflow redesign.
• Define and track KPIs related to ingest performance and content quality.
• Support implementation of monitoring and reporting tools.
• Establish strong quality control standards for content ingestion.
• Proactively identify operational risks impacting content availability.
• Schedule the Simulcast Switching Operators to cover all switching events.
• Complete month end reports.
• Ensure the Simulcast Switching Team maintains a quality control accuracy rate of a minimum 98%.
• As an operator monitoring as well as switching for all sites including any manual intervention required adhering to CRTC guidelines for Simulcast Switching.
• Compiling reports describing each occurrence problem.
• Daily contact with client Supervisor if required.
• Troubleshooting for any technical issues that occur.
• Investigating and immediate handling of any operational errors or concerns.
• Operating the Simulcast Switching equipment.
• Ensure compliance with business, regulatory, and platform standards.
• Lead incident resolution related to ingest failures or metadata inaccuracies.
• Manage, mentor, and develop a team of content operations specialists.
• Define clear roles, expectations, and performance objectives.
• Promote collaboration, accountability, and continuous improvement.
• Support team engagement and contribute to improved eNPS outcomes.

Benefits

• Flexibility: Yes, we think that what you do matters. At work and at home.
• Fun: We laugh a lot, it makes every day brighter.
• Discounted services: We provide amazing services to our clients, and you’ll get them at home, because you deserve them.
• Rewarding Pay: Let's be honest, everybody likes to make a good salary. We offer attractive compensation packages, and it comes with a great culture.
• Benefits: We’ve got you covered.
• Career Evolution: Join us and we will give you the tools to achieve your career goals!
• Technology: You have a passion for technology? Excellent, we do too. Here, you will manage, influence, play, create, fix, and shape the industry.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager