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Technical Operations Manager

12844

London, GB, NW1 8TT

Technology
London
Full-Time

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. 

 

KEY RESPONSIBILITIES

Reporting to the Senior Director of Quality and Operations in the UK Streaming team, 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 VOD sector, and will be looking to move in to a wider operational role. Your primary responsibilities will be centred on the day-to-day operations of the digital team, including, but not be limited to, the following:

 

Internal 1st Line Support

  • Provide 1st line technical support for Channel 5 digital products to internal teams (e.g. Customer Support, Product, Solutions, Analytics, Content, QA, Operations and Senior Management).
  • Capture, log, prioritise, and track all live operational issues.
  • Technical ownership of issues through to resolution/closure.
  • Provide stakeholders with regular status updates on open issues.
  • Proactive investigation and analysis of all Channel 5 digital products to identify issues before they are reported.
  • 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.

 

 

 

2nd Line Support

  • Provide 2nd line technical support on all logged issues.
  • Hands on technical analysis of issues to identify likely root causes.
  • Escalation of issues to 3rd party support teams.

 

Change Management

  • Scheduling of all Production and non-Production changes
  • Participation/Chairing of regular Change Advisory Board meetings
  • Liaise with Test Manager to ensure all changes are fully tested before release
  • Coordination of post-deployment testing
  • Ensure stakeholders are kept informed of release schedule and progress

 

Change Implementation

Hands-on implementation of:

  • Application deployments
  • Configuration changes
  • Infrastructure maintenance
  • Network/DNS/CDN changes

 

Testing

  • Where required, assist the Test Manager with UAT and Regression testing across all Channel 5 digital products.

 

ESSENTIAL QUALITIES

  • Attention to detail and analytical approach to problem solving.
  • Proactive desire to identify problems before they are reported.
  • Team player.
  • Strong sense of ownership.
  • Self-motivated and highly organised, able to work well within a team, be flexible and manage time effectively against competing pressures.
  • Commercially focused, with an awareness of the impact of technology decisions on business priorities.

 

 

 

 

ESSENTIAL SKILLS/EXPERIENCE

  • Successful candidate will be from a helpdesk, development, testing or network operations background, and will be looking to move in to a wider operational role.
  • Knowledge of VOD OTT delivery.
  • Extensive experience with Jira and Confluence (or similar tools)
  • Hands on technical experience of triaging issues across a range of technologies including video, metadata, DRM, web sites, mobile apps, TV apps, content management systems, cloud hosting, CDN’s, advertising and analytics.
  • Experience of using debugging and tracing tools such as Fiddler, Charles, and Wireshark.
  • Good understanding of Incident management and Change management processes (ITIL)
  • Educated to degree level or higher in a relevant technical discipline.
  • Strong oral and written communication skills.

 

 

DESIRABLE SKILLS/EXPERIENCE

Experience working with/managing:

  • 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
  • Customer Support tools (e.g. Zendesk)
  • 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

 

 

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. 

Paramount believes in creating environments that allow our primary focus to remain on providing entertainment, education and information to our millions of viewers around the world. As part of this commitment to health and safety, Paramount requires COVID-19 vaccines for current U.S. employees, including all newly hired employees, subject to applicable law. Union employees are subject to the agreement reached between the Company and the applicable Union.