Live Events Senior Operator

This is an Operational role with a mixture of Transmission and Routing where you will be responsible for the configuration and set up of Occasional Use customer work orders and be the primary point of contact when on shift for all Customer and Service matters. You will also be responsible for first line technical support, incident management and customer enquiry response. You will be responsible for the events running within your shift allocation and be expected to deputise for Live Events Duty Operations Manager when required.

The role is essential to the success of Encompass Digital Media’s strategy to deliver and maintain the highest standard of services to our clients. This role is suited to an individual that can demonstrate service management across all Live Event Properties at both operational and technical levels. There is no direct line management required of this role.

Key Result Areas:

• Ensure the seamless delivery of customer OU event-based services as per technical requirements and contractual agreements, defined by Service Level Agreements and work orders
• Support the Events Management team in ensuring consistent success of current operational processes, partake in continual improvement and the implementation of new processes
• An appreciation and understanding of Change Control in a broadcast environment
• Agile to change as per the ever-evolving nature of broadcast technology and service delivery methodology
• Develop and maintain professional relationships with key internal and external stakeholders including customers, suppliers, engineering and dev ops
• Ensure the frontline delivery of high-profile events
• 1st line technical support, escalation and triage for all OU Event based services
• Direct liaison with customers, suppliers and end takers in the lead up to and during OU events followed up with post-event reporting
• Follow the incident reporting process to ensure the correct triage steps are taken and ensure accurate escalation.

Role Specific Requirements:

• A meticulous attention to detail with the ability to identify faults both at video and meta-data level
• The ability to work in a high-pressure environment, reacting quickly and calmly in the event of service impact – instil confidence in our customers
• Interpretation of data in a manner that will enable you to triage, report and escalate effectively and in some cases prevent service impact
• Work collaboratively with management and engineering departments – Be a team player
• Keenness to strive for operational improvement with a view to improving service delivery
• Strong communications skills across all appropriate mediums, such as phone, written, incident reporting and production talk-back
• A proactive approach and the ability to use one’s initiative while protecting the best interests of the business and customer
• Requirement to deputise for Duty Operations Manager in time of need/absence
• Requirement to be flexible in working pattern to support needed events
• Ability to train new members of the team to the point of operational readiness
• Mentor colleagues where necessary to improved overall departmental standards
• Actively challenge what we do and how in order to improve the service offering
• Maintain Operational documentation with the Live Events Duty Operations Manager
• Work in collaboration with the Live Events Duty Operations Manager
• Contribute to the sign off for new service deliveries.
• Be career focused and be able to build on learned skills and abilities.

Essential Qualifications/Experience:

• Highly confident communicator over talkback and bridge calls
• Transmission experience within live sports setting
• Technical understanding of transmission systems and routing.