Job Description We have an exciting opportunity for an experienced Head of Technical Operations (TOC) to drive innovation, operational excellence, and continuous improvement in the delivery of premium live broadcast services. About the Role As Head of TOC, you will: Lead, mentor, and develop a high-performing team of Network Engineers, fostering collaboration, continuous learning, and customer focus. Oversee day-to-day operations, ensuring 24/7 monitoring, support, and maintenance of network and video services. Develop staffing models, training programmes, and performance management processes to ensure the team has the necessary skills and resources. Manage the entire employee lifecycle, including recruitment, onboarding, and ongoing development. Ensure flawless execution of live transmissions and champion a culture of exceeding client expectations through adherence to and improvement of Service Level Agreements (SLAs). Drive proactive issue identification and resolution, and develop Key Performance Indicators to improve performance. Serve as a senior escalation point for complex network and service issues, leading troubleshooting and ensuring timely resolution. Oversee incident logging, analysis, reporting, and corrective actions, as well as disaster recovery planning. Maintain hands-on technical involvement, participating in complex troubleshooting, system architecture discussions, and technology evaluations. Continuously review, refine, and document workflows and processes to maximise efficiency and enhance customer experience. Contribute to the long-term technical strategy, evaluate and implement new technologies, and oversee their integration. Collaborate with external vendors and partners to ensure high-quality service delivery. Utilise and develop monitoring systems (e.g., Zabbix, Grafana, Prometheus) and oversee client reporting systems. Skills and Qualifications Essential: 5-7 years’ experience in a technical leadership role within a 24/7 broadcast, network operations centre (NOC), or Master Control Room (MCR) environment. Strong understanding of broadcast environments and workflows, including video/audio encoding, transmission technologies, and routing. In-depth TCP/IP networking knowledge, including switching, routing, and multicast. Demonstrable leadership skills: strategic thinking, delegation, performance management, and team motivation. Excellent incident management and problem-solving skills; ability to remain calm under pressure. Exceptional communication, interpersonal, and customer service skills. Strong analytical skills with the ability to use data to drive decisions. Experience developing and implementing operational processes and documentation. Proficiency with Office 365 or G-Suite, especially Excel or Google Sheets. Flexibility to work unsociable hours to support live events. Advantageous: Experience with Net Insight technology, particularly the MSR platform. Familiarity with routing protocols (OSPF, BGP). Knowledge of fibre optical technologies. Experience with Windows, Linux, and MacOS. Experience with booking/automation systems. Degree in engineering, telecommunications, or related field. Python scripting experience. Unusual Challenges Ability to manage the pressure of a live broadcast environment where even minor technical issues can have significant consequences. Willingness to travel internationally at least once a year to support the global team. If you are passionate about technical operations, thrive in high-pressure environments, and are ready to lead a team to new heights, we want to hear from you! Apply now to join a dynamic, innovative broadcast operations team based in London.