TOC OTT Operator

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 a 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 Globecast’s industry beating approach to serving its clients. To achieve this, Globecast Operations are technically knowledgeable, proactive, visible to the client and take ownership of the service every day. At Globecast we call this ‘High Touch Service Management’.

The TOC Operators are part of a team that is responsible for monitoring and maintaining high value, high contact service for the customer. Taking preventative measures to safeguard against faults, create a quick resolution to any incidents and communicate promptly so that the client is clear of what is happening. 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 but also possess a technical background in IP video workflows, have excellent communication skills, have some understanding of OTT streaming video workflows and the ability to adapt and learn new processes.

• Manage and triage incidents and fault find any issues within the timescales required using the client’s systems and processes.
• First-line fault diagnosis and rectification or escalate issues as necessary.
• Respond within timescales to technical issues, coordinating troubleshooting and rectification efforts with internal and external stakeholders.
• Ability to describe the broadcast streaming environments (example AWS).
• Read and comprehend high-level signal flow and equipment documentation.
• Ensure all relevant documentation is correct and up to date.
• Demonstrate the ability to work well under pressure while exhibiting excellent customer service skills.
• Collaborate professionally with TOC staff, fellow operators, and customers to ensure a positive work environment.
• Make sure the team communications are clear and concisely delivered, verbally/writing.
• Uphold Globecast’s high quality of service by way of following the Globecast processes and values.
• This role will report to the TOC Supervisor directly and then the TOC Manager at Globecast UK. This is shift based and involves nights.

• Understanding of the Broadcast environment, technically and from a service perspective.
• Fault finding of broadcast issues, through the signal chain.
• Understand IP contribution and OTT streaming video workflows, including all points in the signal chain.
• Experience of working in an operations role in a live broadcast environment.
• Open trouble tickets and activate incident management procedures by alerting internal and external teams.
• Remain service owner till the time issue is resolved and incident report is generated with conclusion.
• Receive and track maintenance notifications.
• Co-ordinate internally and externally to conclude such maintenance without or minimal impact on streaming services.
• Strong communication, good interpersonal skills and an ability to work in a team.
• Awareness that broadcasting is a time-based industry, which means your personal promptness in turning up for a shift and resolving broadcast issues in the shortest amount of time.