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Globecast is seeking a skilled and dedicated Broadcasting Technical Operations Center (TOC) Operator to join our dynamic team in our central London facility. This is an exclusive project which is customer driven and part of a global team with other TOCs in our Singapore and Los Angeles offices.
Globecast is considered by the biggest names in the broadcast industry as a highly trusted partner due to its industry-leading approach to serving clients. To achieve this, Globecast Operations are technically knowledgeable, proactive, visible to the client, and take ownership of the service every day. We call this ‘High Touch Service Management’.
The TOC Operators are responsible for monitoring and maintaining high-value, high-contact service for the customer. They take preventative measures to safeguard against faults, create quick resolutions to incidents, and communicate promptly to keep the client informed.
The service includes monitoring OTT broadcasting networks and distribution systems, managing headend acquisition workflows, and signal distribution into the customer’s network.
The ideal candidate should have a strong broadcast operational background, possess a technical background in IP video workflows, have excellent communication skills, and be adaptable to learn new processes.
Responsibilities
* Manage & triage incidents & fault find issues within required timescales using client systems & processes.
* Perform first-line fault diagnosis and rectification or escalate issues as necessary.
* Respond within timescales to technical issues, coordinating troubleshooting and rectification efforts with stakeholders.
* Describe broadcast streaming environments (e.g., AWS).
* Read and understand high-level signal flow and equipment documentation.
* Ensure all documentation is accurate and up-to-date.
* Work well under pressure while providing excellent customer service.
* Collaborate professionally with TOC staff, operators, and customers to maintain a positive work environment.
* Communicate clearly and concisely, both verbally and in writing.
* Follow Globecast’s processes and uphold high service quality.
* This role reports directly to the TOC Supervisor and then to the TOC Manager at Globecast UK.
* This is a shift-based role involving night shifts.
Qualifications
* Understanding of the broadcast environment from both technical and service perspectives.
* Fault finding in broadcast issues through the signal chain.
* Knowledge of IP contribution and OTT streaming video workflows, including all points in the signal chain.
* Experience working in a live broadcast operations role.
* Ability to open trouble tickets and activate incident management procedures, remaining the service owner until resolution and incident report completion.
* Track maintenance notifications and coordinate to minimize impact on streaming services.
* Strong communication and interpersonal skills, with the ability to work effectively in a team.
* Awareness of the time-sensitive nature of broadcasting, emphasizing promptness and quick resolution of issues.
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