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Technical Operations Center Supervisor

3 weeks ago

Singapore GLOBECAST ASIA PTE LTD Full time

Globecast is the leading global provider of content management and worldwide transmission services for professional broadcast delivery. The company operates a secure global satellite and fiber network to manage and transport 10 million hours of video and other rich media each year to direct-to-home satellite platforms; cable, IPTV, mobile and broadband headends; as well as corporate and digital signage networks.

Globecast Asia, headquartered in Singapore is primed to enhance its service offerings in the Asian media landscape. Globecast is an Orange subsidiary. We are seeking self-motivated individuals with a global mindset to be part of the Globecast family.

We invite applicants for the following position:
**Technical Operations Center Supervisor
**Essential Functions**:

- Demonstrate the ability to work well under pressure while exhibiting excellent customer service skills. Collaborate professionally with TOC staff, fellow supervisors, and customers to ensure a positive work environment.
- Confirm team communications are clear and concisely delivered, both verbally and in writing, providing accurate descriptions of events related to technical operation issues. Ensure effective communication with internal and external stakeholders.
- Participate in a fast-paced, deadline-driven environment, effectively juggling and prioritizing multiple tasks and demands. Adapt quickly to changing priorities.
- Supervise the TOC teams first-line fault diagnosis and rectification; or escalate issues as necessary. Respond promptly to technical issues, coordinating troubleshooting and rectification efforts with internal and external stakeholders.
- Take responsibility for the TOC teams deployment of redundant systems during failure conditions, ensuring mínimal impact on services.
- Monitor video, audio, and other streaming services for quality and continuity. Escalate issues and discrepancies to supervisors or engineering staff for prompt resolution.
- Configure monitoring systems and perform low-level maintenance of transmission equipment and systems. Maintain a thorough understanding of operational procedures and signal flow within the scope of the TOC and impart that knowledge to your TOC team.
- Possess a comprehensive understanding of the technical configuration of streaming environments. Read and comprehend high-level signal flow and equipment documentation.
- Manage alarm systems and monitoring probes, generate logs and fault reports.
- Ensure all relevant documentation is correct and up to date. Respond immediately to on-air emergencies, restoring programming as quickly as possible. Accurately report all on-air anomalies and discrepancies using discrepancy reports.
- Coordinate a smooth handoff between outgoing and incoming shifts. Coordination with the other Global TOCs as needed when relevant issues are at stake.
- Perform other duties as assigned to meet departmental and company needs.

**Qualifications & Requirements**:

- Relevant Technical qualification from ITE; Polytechnic and/or equivalent qualification
- Previous working experience in similar roles would be beneficial
- Prior working experience with video streaming systems is beneficial
- Knowledge of video streaming formats and video broadcast ingest is recommended
- Strong communication and good interpersonal skills
- Familiarity with broadcast workflows;
- Understanding of streaming video
- Keen interest in Sports & live broadcasting is an advantage
- Monitoring of Video streaming services using probes and tools provided by premium OTT service provider
- Manage the transmission path for acquiring video and routing sources ensuring overall OTT service availability
- Respond to automatic alerts, escalations in timely manner and identify issue for proactive actions for service recovery
- Open trouble tickets and activate incident management procedures by alerting internal and external teams. Remain service owner till the time issue is resolved and incident report is generated with conclusion
- Receive and track maintenance notifications. Co-ordinate internally and externally to conclude such maintenance without or mínimal impact on streaming services
- Log issues and provide incident management reports
- Manage communication with content partner and other global TOCs
- Perform proactive transmission routine tasks
- Perform request for streaming channels turn-ups and turn-downs based on standard communication
- Decision maker and problem solver, critical eye for diagnostics
- Ability to perform technical troubleshooting to second line level, particularly networking
- Must be willing to work rotating shifts that include nights, weekends and public holidays