L2 Digital Operator

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 Digital L2 Operator at NBC Universal (NBCU), you will be overseeing the distribution and support of NBCU's digital properties including live streams, linear and VOD assets to internal and external distribution partners and platforms. At the core, this role will oversee a team of L1 monitoring and support personnel within the NBCU Digital Network Operations Center. This team facilitates the monitoring and control of our digital distribution operation and associated internal infrastructure. You will manage the day-to-day responsibilities of the L1 team. The operation will include real-time monitoring of live streams, VOD delivery workflows, internal content processing and management systems, and a set of data aggregation tools across the entire distribution chain. You will act as L2 support and the primary point of escalation for the L1 team. In conjunction, you help oversee product support and delivery of video across on and off-domain platforms.Level 1 and Level 2 support will be facilitated by this collective group, including real-time troubleshooting, escalation, resolution, and reporting of issues. The Digital L2 Operator will be a primary point of inbound and outbound escalations and communication on behalf of the greater Digital Operations organization. You will also be accountable for measuring and controlling quality across the on-air environment, by driving best practice training, technology, and 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):Oversee the end-to-end distribution and support (L1) personnel to ensure the availability and reliability of NBCUniversal assets on NBC OTT PlatformsOwn and manage L1 support, including escalation, resolution, and reporting across the digital footprint and larger organizationDigital encoder set up of Tier- 1 event-based streaming across the NBC Portfolio including NFL, Premier League, The Open Championship, The Olympics, etc.Assist partners and clients to resolve issues, satisfy delivery obligations, and helping execute workflow changes within our dynamic environmentCapture Proxy logging of consumer devices to assist Engineers and Developers in troubleshooting outagesOwn the timely response of support tickets and escalation to Supervisors and the Incident Management teamOwn and manage strong working relationships with internal and external partners and clients