Sr. Customer Service Executive - Media Enabled Services

Job Summary:

The Senior Executive/Engineer€“ Broadcast Playout isresponsible for the advanced operation, maintenance, and optimization ofbroadcast playout systems. This role leads technical troubleshooting efforts,supports system upgrades, and mentors junior staff to ensure high-quality,uninterrupted broadcast delivery across all channels and platforms.

Key Responsibilities:

• Operate and maintain broadcast playout servers, automation systems, and associated hardware/software to ensure continuous and reliable broadcast operations.
• Lead complex troubleshooting and root cause analysis of playout issues, coordinating with cross-functional teams to implement effective solutions.
• Assist in planning and executing system upgrades, integrations, and technology rollouts.
• Provide technical guidance and mentorship to junior engineers.
• Monitor system performance metrics and proactively address potential problems.
• Develop and update operational procedures and documentation to improve workflow efficiency.
• Collaborate with vendors and technical partners for support, maintenance, and system enhancements.
• Participate in shift rotations to provide expert-level support during live broadcasts and critical periods.
• Ensure compliance with broadcast industry standards and regulatory requirements.
• Contribute to disaster recovery planning and implementation to maintain broadcast continuity.
• Support training initiatives and knowledge-sharing sessions within the engineering team.

Qualifications:

• Bachelor€™s degree in Engineering, Broadcast Engineering, or a related technical discipline.
• Minimum 4 years of experience in broadcast engineering, with at least 2 years focused on playout systems.
• In-depth knowledge of broadcast playout platforms (e.g., Imagine Communications, Grass Valley, Pebble, Broadstream, Harmonic).
• Strong understanding of video/audio signal flow, encoding standards, IP broadcast workflows, and network technologies.
• Proven experience in troubleshooting complex broadcast system issues.
• Excellent analytical, communication, and team collaboration skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Willingness to work flexible hours including shifts, nights, weekends, and holidays as needed.

Preferred Skills:

• Experience with cloud-based playout systems and OTT platforms.
• Familiarity with automation scripting and network monitoring tools.
• Certifications related to broadcast engineering or IT networking.