Live Operator -- (Live Operations)

Summary of Role: Working as part of the extended Live Operations team, Live Operators are responsible for ensuring continuity of Live Services. Live operators are a fundamental element in the makeup of this department, as they are responsible for ensuring services run smoothly. Communication drive and attention to detail, at all levels from the Live Operator is key to our success as a customer-focused provider of managed services. Job Purpose: The Live Operator (LO) is expected to lead by example, ensuring a high-quality service for customers. They are expected to have good knowledge of Cloud port product and associated customer types. The LO works effectively with internal teams, customers, and external suppliers to ensure continues to deliver outstanding customer service. BE THE VOICE OF THE CUSTOMER. LEAD AND EMBRACE DEPARTMENT GOALS Prepare * React * Recover * Respond * Learn Key Result Areas: Effective monitoring and management of Live Services. Follow documented processes and Live SOPs to ensure a fault-free service for our customers. Operational support of BOC/IC equipment and systems, taking redundancy measures or strategies to maintain service output in the event of faults or breakdowns, and to escalate second line support procedures when appropriate. Communicate fault conditions in a timely manner to staff, customers, and service suppliers. This includes escalations to management, support engineers and customer escalation as detailed in the escalation procedures. Liaison with various service providers and external parties, providing a technical co-ordination role in service impacting situations and other emergencies. When required, provide input into incident reviews, and provide recommendations for consequential change to systems or operational procedures. When required, attend meetings to review operational matters, providing input and recommendations toward the process of continual improvement. Role Specific Skills Required: Effective troubleshooting skills. Drive for continuous improvement Ability to priorities own workload as well as the teams workload Possess good interpersonal skills Possess good problem-solving skills Be a team player Able to work well under pressure and to adhere to strict deadlines Very organised and accurate with attention to detail Have the ability to work unsociable hours Desire to progress a career within the company and build on learned skills and abilities Logical and analytical problem-solving skills. Ability to analyse upcoming workloads, arranging and prioritising tasks, as necessary. Strong time-management skills. Essential Qualifications/Experience At least 3 years of live broadcast experience. Working in an operator capacity. Experienced in using live broadcast equipment (i.e. talkback, transport stream analyser) Desirable Qualifications and Experience Understanding of cloud broadcast technologies and associated workflows. Interest in Broadcast operations and associated technology as applied to broadcasting, TV, satellite, internet, and social media. Entry-level understanding of IT processes and networking