Broadcast - OTT Platform Operator - #1123689

Globecast is the leading global provider of content management and worldwide transmission services for professional broadcast delivery. The company operates a secure global satellite and fiber network to manage and transport 10 million hours of video and other rich media each year to direct-to-home satellite platforms; cable, IPTV, mobile and broadband headends; as well as corporate and digital signage networks.

Globecast Asia, headquartered in Singapore is primed to enhance its service offerings in the Asian media landscape. Globecast is an Orange subsidiary. We are seeking self-motivated individuals with a global mindset to be part of the Globecast family.

We invite applicants for the following position:

OTT Platform Operator

We are seeking a skilled and dedicated OTT Platform Operator to join our dynamic team in Singapore. The Operator will be responsible for monitoring, troubleshooting, and maintaining the technical operations of dedicated systems designed to support OTT and broadcast video services. This includes terrestrial and IP distribution networks, streaming workflows, and acquisition signal paths.

The ideal candidate must have a technical background in broadcast and / or IP video workflows, excellent communication skills, and the ability to thrive in a fast-paced, high-pressure environment. This role requires a proactive and customer-focused mindset, ensuring high service availability and prompt resolution of incidents. Must be inquisitive and thrive in an environment where problem solving is a standard aspect of the role.

Key Responsibilities

·       Monitor OTT and broadcast networks, video, audio, and streaming services for quality and continuity.

·       Should be able to handle Tier 1 and Tier 2 level of monitoring, Triage and Escalation.
 

Tier 1 Support: Monitoring and Initial Triage

·       24/7 Monitoring: Continuous oversight of all critical systems and services. Monitoring of station health, execution of station failover procedures to preserve station health, escalation of issues’

·       Initial Incident Identification (Triage): First point of contact for alerts and reported issues.

·       Basic Troubleshooting (Mitigate): Attempt to resolve common and well-documented issues using established runbooks.

·       Data Collection (Document): Gather essential information about the incident, including time, affected services, and initial symptoms.

·       Escalation to Tier 2: If an issue cannot be resolved at Tier 1, it will be escalated with all collected information to Tier 2 support.

·       End to End Issue Routing: Route issues efficiently to the appropriate teams for resolution.

·       Live Event Communications: Coordinate communications for partner and the relevant team

·       Platinum Live Event Oversight: Oversee Platinum Live Events.

·       Major Marquee Event Pre-Checks: Coordinate pre-checks for major marquee events.

·       FOX 4K Events: During Live events, Operator calls and coordinates any requests from FOX throughout the live event

Tier 2 Support: In-depth Triage and Escalation

·       Manage and triage incidents, performing first-line fault diagnosis and rectification or escalating as needed.

·       Respond promptly to technical issues, coordinating troubleshooting and rectification efforts with internal and external stakeholders.

·       Analyze complex issues that require deeper technical knowledge.

·       Root Cause Analysis (Initial): Investigate potential causes of the incident.

·       Workaround Implementation: Develop and implement temporary solutions to mitigate impact while a permanent fix is sought.

·       Coordination with Other Teams: Collaborate with development, engineering, or vendor teams as needed.

·       Escalation to Specialist Teams: If the issue requires specialized expertise (e.g., specific engineering teams), it will be escalated further.

·       Configure monitoring systems and perform low-level maintenance of transmission equipment and systems.

·       Maintain a strong understanding of operational procedures, workflows, and signal flow.

·       Collaborate professionally with OTT Platform staff, fellow operators, and customers to ensure a positive and efficient working environment.

·       Ensure clear, concise communication of incidents and technical updates, both verbally and in writing.

·       Accurately document incidents, discrepancies, and resolutions, ensuring reports and records are always up to date.

·       Take preventative measures to safeguard against faults and ensure continuity of service.

·       Read and comprehend high-level signal flow and equipment documentation.

·       Participate in shift-based operations, including nights, to support 24/7 service availability.

·       Perform other duties as assigned to meet departmental and company needs.

Key Requirements

·       Strong technical background in broadcast or IP video workflows.

·       Knowledge of ETR290 protocols, SDI, and ASI compression protocols H264/H265 an advantage

·       Solid understanding of streaming video and OTT service environments.

·       Experience in monitoring video streaming services using probes and monitoring tools.

·       Ability to adapt quickly to changing priorities in a deadline-driven environment.

·       Excellent communication skills (verbal and written) with strong incident documentation ability.

·       Ability to work well under pressure while demonstrating excellent customer service skills.

·       Self Starter who is inquisitive and eager to learn

·       Good problem solver and responds well to challenges in order to get results.

·       Collaborative team player with proactive problem-solving abilities.

·       Keen interest in sports and live broadcasting is an advantage.

·       Familiarity with cloud-based broadcast/streaming environments (e.g., AWS) is a plus.

·       Requires to work on shift, including nights, weekends and pubic holidays.

 We regret that only shortlisted candidates will be notified.