Operations Manager, Video Engineering Support

Oath Inc - Dulles, VA (30+ days ago)3.9


Take Yahoo and AOL, fuse them and you get a media and technology company operating at massive global scale. It takes powerful technology to connect our combined media brands and partners with an audience of 1 billion. Nearly half of Oath’s employees are building the code and platforms that help us achieve that. And we’re only getting bigger. Whether you’re looking to write mobile app code, engineer the servers behind our massive ad tech stacks, or develop algorithms to help us process 4 trillion data points a day, what you do here will have a huge impact on our business—and the world. Want in? Verizon Digital Media Services brings together world-class technology to prepare, deliver and display content – so users can watch and enjoy on their terms. The purpose of our platform is simple. It delivers next-generation digital experiences for today’s demanding users, whether it be their favorite TV shows, catching up with friends via social media or shopping for the latest gadgets. Built on top of one of the world’s largest networks, our platform easily handles your users’ appetite for instant, secure and always-on media, anytime, anywhere.
Operations Manager, Video Engineering Support

Role Description

The Operations Manager for Video Engineering Support is responsible for all aspects of customer escalations to the Video Engineering Support team globally, providing leadership, mentoring, and ensuring all support work is carried out within relevant customer SLAs.

The ideal candidate will have a strong people management and customer communications experience along with in-depth knowledge of OTT Video Encoding and Delivery as well as connected and linear TV advertising. Previous experience in a Customer Support and/or DevOps management role essential.

Duties

Manage day to day tasks associated with smooth running of the Video Engineering Support team, including but not limited to team performance reviews, customer interactions and assisting in technical account management.

Provide leadership and guidance to all Video Engineering Support team members

Act as point of technical escalation for the Video Engineering Support team for customer issues

Manage and develop on-going processes to improve communication, efficient working and knowledge share between the Global Network Operation Center and Video Engineering Support

Manage workflow and provide direction to Video Engineering Support team

Identify and develop internal team training along with processes and frameworks in conjunction with the global support organization.

Work with the Team Lead to develop improved technical troubleshooting processes

Identify areas for improvement in the effective support of customers and carry out relevant improvement

Build strong bridges with business stakeholders, infrastructure teams, vendors and other IT teams.

Facilitates customer escalation calls at multiple levels within the organization

Drive projects and improvement activities across the extended team.

Skills

Computer Science degree or equivalent work experience

7+ years of experience showing an increasing level of responsibility with at least 5 years of managing senior engineers

In-depth knowledge of internet protocols and high availability services

Extensive knowledge of Internet Video Delivery including VOD, Live & Linear OTT and IPTV

Considerable experience with HLS and Dash encoding and player technology

Comprehensive understanding of Broadcast Advertising Workflows, Dynamic Ad Insertion and SCTE-35.

Experience with integration to ad platforms such as FreeWheel, DoubleClick, ONE by Aol etc. Detailed knowledge of Ad Beaconing and experience in Ad Beacon debugging.

Well-versed in systems and procedures for web, including hosting, load-balancing, caching, content delivery networks, release management, performance monitoring

Able to lead complex technical discussions with developers and engineers, building consensus, and creating action plans.

Strong communication and customer service skills, with excellent attention to detail.

Experience configuring and building monitoring tools using technology such as Splunk and SignalFX.

Oath is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on, age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Oath is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. Please let us know if you need a reasonable accommodation to apply for a job or participate in the application process.

Currently work for Oath? Please apply on our internal career site.