Technical Operations Manager

Is the the role for you?

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 Streaming sector, and will be looking to move into a wider operational role.

What will you be doing?

Your primary responsibilities will be centred on the day-to-day operations of the digital team, including, but not be limited to, the following:

Live Incidents and Issue Management

• Technical support for the My5 applications and associated backend services.
• Capture, log, prioritise, and track all live operational issues.
• Act as internal service desk. providing 1st line support to the wider My5 team and other internal Paramount teams (such as Customer Support, Product, VOD Operations and Analytics).
• Provide 2nd line support on issues reported by My5 customers (via Customer Support team).
• Raise issues to 3rd party support teams and internal Paramount departments where appropriate.
• Technical ownership of issues through to resolution/closure.
• Ensure live issue ticket statuses are kept up to date.
• Provide partners with regular status updates on open issues.
• Proactive investigation and analysis of all Channel 5 digital products to identify issues
• 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.

Change Management

• Participation in Change Advisory Board meetings.
• Support the scheduling of Production and non-Production changes.
• Liaise with the Team to ensure all changes are fully tested before and after Production release.
• Ensure change ticket statuses are kept up to date.
• Ensure partners are kept informed of release schedule and progress.
• Support the Senior Technical Operations Manager with the management and implementation of:
• Application deployments (including submission of app updates to app stores
• Configuration changes
• Infrastructure maintenance
• Network/DNS/CDN changes

Testing

• Where required, assist the My5 test team with testing across My5 applications and associated backend services.
• Assist in the management and configuration of the My5 Test Lab and Test Device inventory list

What are we looking for?

• Attention to detail and analytical approach to problem solving
• Proactive desire to identify problems before they are reported.
• Keen sense of ownership but a team player
• Self-motivated and highly organised, able to work well within a team, be flexible and manage time effectively against competing priorities.
• Commercially focused, with an awareness of the impact of technology decisions on business priorities.
• Successful candidate will have a experience in a helpdesk, development, testing or network operations background, and will be looking to move on to a wider operational role.
• Ability to accurately communicate complex technical issues to non-technical people 3. Extensive experience with Jira and Confluence (or similar tools)
• Hands on technical experience of triaging issues across a range of technologies and devices, such as:
• Video streaming
• Metadata
• DRM
• Web sites
• Mobile apps
• Connected TV apps
• Content management systems
• Cloud hosting
• CDN’s
• Advertising
• Analytics
• Experience of using debugging and tracing tools such as Browser dev tools, Charles or Wireshark.
• Good understanding of Incident management and Change management processes (ITIL)
• Educated to degree level or similar in a relevant technical discipline.
• Strong oral and written communication skills.
• Knowledge of VOD OTT delivery
• 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
• 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

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. 

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

At Paramount, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. Paramount is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status. 

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. 

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