APAC-Technology Systems and Operations Specialist

Responsibilities:

• Own the onsite experience for assigned Netflix facilities.
• Drive innovative end-user experiences through technology pilots and workflow design aligned to business outcomes.
• Develop strategic roadmaps influencing end-user experiences across the N-Tech organization.
• Make autonomous operational decisions, leveraging data to anticipate and mitigate potential issues.
• Partner cross-functionally with stakeholders and leadership, including Networking Teams, Post Facilities, Content Business Product Success, and Enterprise Operations, to guide improvements.
• Lead day-to-day operations of Netflix facilities, tools, and services.
• Develop Standard Operating Procedures and communicate updates to user-experience and engineering teams.
• Lead, mentor, and coach Managed Service Providers (MSPs) or contractors to ensure high-quality support.
• Use metrics and reporting to identify trends and build scalable, value-added solutions.
• Proactively identify opportunities to reduce support volume and complexity.
• Serve as escalation point for high-priority N-Tech issues, ensuring timely resolution.
• Analyze escalations to create actionable insights, root cause reports, and process improvements.
• Lead troubleshooting efforts and coordinate escalations with engineering and technical teams.
• Develop Quality Assurance processes and runbooks to enable self-service support capabilities.
• Regularly engage in business reviews to assess effectiveness of processes and refine strategies.
• Blend qualitative and quantitative data to reduce friction in user experiences.
• Craft data-driven narratives to influence Product and Engineering teams for operational improvement.
• Design scalable service paths to ensure N-Tech operational efficiency.
• Collaborate and advocate for memos created by Domain/SME Specialists and N-Tech Reliability Specialists.