Sr. Customer Service Executive - Media Enabled Services

About The Company

Key Responsibilities

• Playout Operations:
• Operate and monitor playout systems to ensure accurate and timely transmission of contents On-Air.
• Manage Live broadcast streams, including switching between multiple sources, inserting commercials, fillers, promos and handling live sports feeds.
• Ensure all contents are correctly formatted, timed, and delivered according to broadcast standards and schedules.
• System Monitoring and Maintenance:
• Oversee the performance of playout equipment and systems, performing regular tech checks to ensure optimal operation.
• Troubleshoot and resolve technical issues related to playout systems, including video and audio quality problems.
• Coordinate with technical support and maintenance teams to address equipment malfunctions and upgrades.
• Scheduling and Automation:
• Monitor and adjust automated playout schedules as needed, ensuring adherence to programming guidelines and schedules.
• Update and maintain playout schedules, including playlist creation and content integration, Log changes and On -Air time management.
• Review and optimize automation processes to enhance efficiency and reliability.
• Team Leadership and Training:
• Mentor and provide guidance to other playout operators, sharing expertise and best practices.
• Conduct training sessions and create documentation to support the development of team members.
• Collaborate with other departments to ensure cohesive operation and communication.
• Quality Assurance:
• Perform quality checks on content before and during transmission to ensure compliance with broadcast standards.
• Implement and enforce quality control procedures to maintain the integrity of the broadcast signal.
• Emergency Response:
• Act as the first point of contact for resolving playout-related emergencies and provide quick and effective solutions.
• Develop and implement contingency plans for potential broadcast interruptions or failures.
• Reporting and Documentation:
• Maintain detailed logs of playout activities, including equipment performance and issue resolution.
• Prepare reports on operational performance and incidents for management review.
  

Qualifications

• Education: Bachelor’s degree in engineering, Broadcast Technology, Media Production, Graduation from a related field, or equivalent.
• Experience: Minimum of 3 - 8 years of experience in broadcast playout operations, with a proven track record of managing complex playout systems and live sports broadcasts.
• Technical Skills: Proficiency in playout automation systems, broadcast equipment, and software. Familiarity with video/audio codecs, signal flow, and broadcast standards.
• Problem-Solving: Strong troubleshooting skills and the ability to handle technical issues under pressure.
• Communication: Excellent verbal and written communication skills, with the ability to interact effectively with team members and other departments.
  

Preferred Qualifications

• Advanced certifications in broadcast technology or related fields.
• Experience with advanced playout systems and integrations.
• Knowledge of emerging technologies and trends in broadcasting.
  

Working Conditions

• The role may require working irregular hours, including nights, weekends, and holidays.
• The position is typically office-based, with some on-site responsibilities for equipment maintenance and emergency response.