L2 Digital Operator

Our DirecttoConsumer (DTC) portfolio is a powerhouse collection of consumerfirst brands supported by media industry leaders Comcast NBCUniversal and Sky. When you join our team youll 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 doesnt stop there. With unequalled scale our teams make the most out of every opportunity to collaborate and learn from one another. Were always looking for ways to innovate faster accelerate our growth and consistently offer the very best in consumer experience. But most of all were 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 NBCUs 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 daytoday responsibilities of the L1 team. The operation will include realtime 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 offdomain platforms.

Level 1 and Level 2 support will be facilitated by this collective group including realtime 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 onair environment by driving best practice training technology and workflows. This role is a unique opportunity to help grow a stateoftheart cuttingedge oneofakind facility and team that will pioneer digital delivery and distribution for the industry.

Essential Functions (Responsibilities):

• Oversee the endtoend distribution and support (L1) personnel to ensure the availability and reliability of NBCUniversal assets on NBC OTT Platforms
• Own and manage L1 support including escalation resolution and reporting across the digital footprint and larger organization
• Digital encoder set up of Tier 1 eventbased 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 environment
• Capture Proxy logging of consumer devices to assist Engineers and Developers in troubleshooting outages
• Own the timely response of support tickets and escalation to Supervisors and the Incident Management team
• Own and manage strong working relationships with internal and external partners and clients

Qualifications :

Basic Qualifications:

• Bachelors degree and/or related experience
• Minimum of 2 years experience in Digital Operations
• Minimum of 2 years experience in Product Support or Dev Ops
• Minimum of 2 years experience in a Network Operations Center or digital distribution facility
• Minimum of 2 years experience in a role with a track record of effective staff management along with high energy level and strong team skills
• Minimum of 2 years experience working on a support team
• Willingness and ability to work or be on call at any time sometimes on short notice to support a 24/7/365 operation

Desired Characteristics:

• Extensive experience understanding and knowledge of digital product and distribution systems standards and processes
• 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

Eligibility Requirements:

• Interested candidate must submit a resume/CV through Company website to be considered
• Must be willing to work onsite in Stamford CT
• Must have unrestricted work authorization to work in the United States
• Must be 18 years or older
• Willingness and ability to work or be on call at any time sometimes on short notice to support a 24/7/365 operation
• It is the policy of Company and Company s affiliated businesses to consider all qualified applicants for employment without regard to race color religion national origin sex (including pregnancy) sexual orientation age disability veteran status or other characteristics protected by law.

This position is eligible for company sponsored benefits including medical dental and vision insurance 401(k) paid leave tuition reimbursement and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. 

Compensation: This is a fulltime onsite hourly nonexempt position with a pay rate of $37.95 per hour based on a rotating 38hour weekly schedule.

Additional Information :

As part of our selection process external candidates may be required to attend an inperson interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversals 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 .