Supervisor, Streaming Video Services

Company Description
NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.
Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.
Job Description
Our Direct-to-Consumer (DTC) portfolio is a powerhouse collection of consumer-first brands, supported by media industry leaders, Comcast, NBCUniversal and Sky. When you join our team, you'll work across our dynamic portfolio including Peacock, NOW, Fandango, SkyShowtime, Showmax, and TV Everywhere, powering streaming across more than 70 countries globally. And the evolution doesn't stop there. With unequalled scale, our teams make the most out of every opportunity to collaborate and learn from one another. We're always looking for ways to innovate faster, accelerate our growth and consistently offer the very best in consumer experience. But most of all, we're backed by a culture of respect. We embrace authenticity and inspire people to thrive.
As a Video Streaming Supervisor at NBC Universal (NBCU), you will be overseeing the day-to-day Global operations and staffing of this 24/7/365 Digital Operations Center. This role will report to a Manager of Video Operations and help lead both the L1 and L2 Operators. The supervisor is responsible for making sure that L1 and L2 support are following all operations procedures including real-time troubleshooting, escalation, resolution and reporting of issues. The operation will include real-time monitoring of live streams and VOD delivery workflows across all Global Streaming propositions, through a set of data aggregation tools across the entire distribution chain. The Supervisor will be responsible for daily end of shift reports on delivery confirmations, issue mitigation and performance metrics are part of the standard operating procedure. The primary objective of this role is to ensure that the team of operators have the optimal resources and staffed accordingly to handle all video workflows.
This role is a unique opportunity to help grow a state-of-the-art, cutting-edge, one-of-a-kind facility and team that will pioneer digital delivery and distribution for the industry.
Essential Functions (Responsibilities):

• Lead both L1 and L2 Operators to ensure the availability and reliability of NBCUniversal assets distributed to Peacock App and the end consumer
• Oversee L1 and L2 Support and ensure proper incident management is being followed
• Own relationship with incident management team and provide updates where needed on Root Cause Analysis
• Own daily maintenance checks of hardware and software within the DOC and work with Engineering to resolve
• Create operations staff schedule to ensure 24/7/365 coverage, including on-call coverage
• Own Operations Process Management and create living runbooks for all different events
• Work directly with management and report on the day-to-day inefficiencies within the operations team and own them until resolution
• Backup the manager as a stakeholder for a specific product under Global Digital Operations (Live Events, Linear Streaming, VOD, Telemetry, or Ad Integration)
• Create daily reports to business leadership for VOD and Live Health
• Own and manage strong working relationships with internal brands and external partners

Qualifications
Qualifications/Requirements:

• Minimum of 3-4 yrs experience in Digital Operations
• Minimum of 3 years' experience in Product Support or Dev Ops
• Minimum of 3 years' experience in a Network Operations Center or digital distribution facility
• Minimum of 3 yrs experience in a role with a track record of effective staff management along with high energy level, and strong team skills
• Minimum of 3 yrs experience leading a support team to effective issue resolution
• Willingness and ability to work or be on call at any time, sometimes on short notice in order to support a 24/7/365 operation
• Interested candidates must submit a resume/CV through nbcunicareers.com to be considered
• Must be willing to work at Stamford, CT
• Must be willing submit to a background investigation
• Must have unrestricted work authorization to work in the United States

Desired:

• BA/BS in related field
• Extensive experience, understanding and knowledge of digital product and distribution systems, standards and processes
• Strategic project management leadership
• Technical experience with digital video and audio, troubleshooting and test techniques
• Prior experience with video encoding, delivery distribution workflows
• Experience with scheduling and resource management
• Strong attention to detail, communication and interpersonal skills
• Effectively flexible in approach, and responds well to pressure
• A track record of meeting or exceeding performance expectations

Additional Information
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].