Digital Operations Specialist

Posted: 4/27/2018

Location: Englewood Cliffs, New Jersey
Function: Marketing & Communications
Specialty: Digital Marketing, Web Production
Level: Manager (Supervisor)
Duration: Full Time
Salary Description: competitive

Role Summary and PurposeContribute to a dynamic team overseeing the digital distribution of NBCUniversal, one of the world’s leading media and entertainment companies.

As a Digital Operations Specialist at NBC Universal (NBCU), you will oversee the distribution and support of NBCU’s digital properties including live streams and VOD assets to internal and external distribution partners and platforms. At the core, this role will oversee a team of L1 monitoring and support personnel within the NBCU Digital Network Operations Center (NOC). This team facilitates the monitoring and control of our digital distribution operation and associated internal infrastructure. You will manage day-to-day responsibilities and staffing of the L1 team. The operation will include real-time monitoring of live streams, VOD delivery workflows, internal content processing and management systems, and a set of data aggregation tools across the entire distribution chain. As a Digital Operations Specialist, you will act as L2 support and the primary point of escalation for the L1 team. In conjunction, you help oversee product support and delivery of video across on- and off-domain platforms.

Level 1 and Level 2 support will be facilitated by this collective group, including real-time troubleshooting, escalation, resolution and reporting of issues. As a face of Global Media Operations to internal clients, partners, and in some circumstances the public, the Digital Operations Specialist will play a key liaison, support, troubleshooting, and escalation and reporting role on behalf of the team. You will be a primary point of inbound and outbound escalations and communication on behalf of the greater Global Media Operations (GM) organization. Reporting on delivery confirmations, issue mitigation and performance metrics are part of the standard operating procedure and your daily responsibilities. You will also be accountable for measuring and controlling quality across the on-air environment, by driving best practice training, technology, and workflows.

This role is a unique opportunity to help grow a state-of-the-art, cutting-edge, one-of-a-kind facility and team that will pioneer digital delivery and distribution for the industry.

Essential Functions (Responsibilities):
  • Manage Operations and Support personnel to ensure the availability and reliability of NBCUniversal assets distributed to partners and the end consumer
  • Own and manage strong working relationships with internal and external partners and clients
  • Oversee the end-to-end distribution of NBCUniversal digital assets across a diverse portfolio of products, platforms, and partnerships
  • Own and manage L1 support, including escalation, resolution, and reporting across the digital footprint and larger organization
  • Partner with GMO peers on delivery assurance and reliability to internal and external clients
  • Serve as a primary point of communication into and out of the Digital NOC.
  • Grow a strong partnership with our engineering and digital product teams to implement new technologies, resolve partner issues, and maintain minimal on-air disruption
  • Assist partners and clients to resolve issues, satisfy delivery obligations and to help execute workflow changes within our dynamic environment
  • Partner with your leadership team to develop technological and operational enhancements

  • -Bachelor’s Degree or related field experience is required
    -Minimum of 2 years’ experience in Digital Operations
    -Minimum of 2 years’ experience in Product Support or Dev Ops
    -Minimum of 2 years’ experience in a Network Operations Center or digital distribution facility
    -Minimum of 2 years’ experience in a role with a track record of effective staff management along with high energy level, and strong team skills
    -Minimum of 2 years’ experience working on a support team
    -Willingness and ability to work or be on call at any time, sometimes on short notice in order to support a 24/7/365 operation
    -Interested candidates must submit a resume/CV through to be considered
    -Must be willing to work in Englewood Cliffs, NJ
    -Must have unrestricted work authorization to work in the United States

    -BA/BS in related field
    -Extensive experience, understanding, and knowledge of digital product and distribution systems, standards, and processes
    -Technical experience with digital video and audio, troubleshooting and test techniques
    -Prior experience with video encoding, delivery distribution workflows
    -Experience with scheduling and resource management
    -Strong attention to detail, communication, and interpersonal skills
    -Effectively flexible in approach, and responds well to pressure
    -A track record of meeting or exceeding performance expectations

    At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

    We are one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news and information to a global audience.

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