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- Tasks: Manage high-priority streaming events and ensure top-tier customer experience.
- Company: Join TEKsystems, a leading company in tech support and operations.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Be part of a dynamic team driving innovation in streaming technology.
- Qualifications: 4+ years in IT support, with strong troubleshooting and communication skills.
- Other info: Opportunity to work in a fast-paced environment with exposure to live sports.
The predicted salary is between 43200 - 72000 £ per year.
Execute multiple concurrent streaming events; independently manage high-priority events to ensure top-tier customer experience.
Collaborate with senior engineers and cross-functional teams on high-severity support issues, focusing on immediate mitigation and long-term resolution.
Deliver detailed reports to leadership and manage follow-up actions post-event.
Contribute to the development and testing of operational tools aimed at improving efficiency through automation.
Drive sustainable solutions to recurring issues and reduce operational risk.
Understand the technical architecture of streaming systems and identify root causes of audio/video defects.
Support video operations and maintenance, with a focus on automation and process improvement.
Generate system and support performance reports.
Coordinate customer communications and workflows, ensuring service level agreements are met.
Create and maintain internal documentation, including knowledge base articles, operational procedures, and training materials.
Support onboarding of new services or properties, ensuring readiness through documentation, tooling, and training.
Basic Qualifications
- 4+ years of IT support operations experience, including 2+ years in a Level-2 escalation role.
- 2+ years of experience leading a support team in a network operations or similar environment.
- Proficiency in incident management, ticketing systems, and metrics reporting.
- Experience supporting microservices-based architectures.
- Strong troubleshooting skills with a proven ability to identify root causes.
- Demonstrated commitment to operational excellence and continuous improvement.
- Solid understanding of networking fundamentals.
- Excellent written and verbal communication skills, with experience in technical documentation.
- Strong organizational and multitasking abilities.
- Excellent interpersonal and customer service skills.
- Familiarity with incident management tools such as Jira or ServiceNow.
Preferred Qualifications
- Experience supporting streaming video delivery systems and consumer playback devices.
- Knowledge of video encoding and transcoding technologies.
- Familiarity with AWS services and infrastructure.
- Background in video production or broadcast operations.
- Experience in technical quality assurance roles.
- Exposure to live sports environments.
- Understanding of IT service management frameworks and best practices.
- Ability to mentor and train support engineers.
Lead Major Incident Broadcast Support Engineer employer: TEKsystems
Contact Detail:
TEKsystems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Major Incident Broadcast Support Engineer
✨Tip Number 1
Familiarise yourself with the latest trends in streaming technology and incident management. This will not only help you understand the technical requirements of the role but also demonstrate your passion for the industry during discussions.
✨Tip Number 2
Network with professionals in the streaming and IT support sectors. Attend relevant meetups or webinars to connect with others who might provide insights or even referrals for the position at StudySmarter.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled high-severity incidents in the past. Highlight your problem-solving skills and ability to work under pressure, as these are crucial for the Lead Major Incident Broadcast Support Engineer role.
✨Tip Number 4
Showcase your experience with automation tools and processes. Be ready to explain how you've implemented improvements in previous roles, as this aligns with our focus on efficiency and operational excellence at StudySmarter.
We think you need these skills to ace Lead Major Incident Broadcast Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support operations, particularly in Level-2 escalation roles. Emphasise your proficiency in incident management and any experience with streaming video delivery systems.
Craft a Strong Cover Letter: In your cover letter, demonstrate your understanding of the technical architecture of streaming systems. Mention specific examples of how you've managed high-priority events and contributed to operational excellence.
Showcase Technical Skills: Clearly outline your technical skills related to networking fundamentals, troubleshooting, and familiarity with tools like Jira or ServiceNow. Highlight any experience with AWS services and video encoding technologies.
Prepare for Potential Questions: Anticipate questions related to your experience in managing support teams and your approach to incident management. Be ready to discuss how you would drive sustainable solutions to recurring issues.
How to prepare for a job interview at TEKsystems
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of streaming systems and the technical architecture involved. Be prepared to discuss specific technologies you've worked with, especially in relation to video encoding, transcoding, and microservices.
✨Demonstrate Incident Management Skills
Highlight your experience with incident management tools like Jira or ServiceNow. Be ready to share examples of how you've successfully managed high-priority incidents and the steps you took to ensure a smooth resolution.
✨Prepare for Team Collaboration Questions
Since this role involves working with cross-functional teams, think of examples where you've collaborated effectively with others. Discuss how you communicate and coordinate during high-severity support issues to ensure top-tier customer experience.
✨Emphasise Continuous Improvement
Talk about your commitment to operational excellence and how you've contributed to process improvements in previous roles. Be specific about any tools or methodologies you've implemented to drive efficiency and reduce operational risk.
