KEY RESPONSIBILITIES


Reporting to the Head of Operations, this role is an exciting opportunity to work in a fast-paced, commercially driven and growing Digital Media team. The successful candidate will be from a helpdesk, development, testing or network operations background, ideally in the VOD sector, and will be looking to move into a wider operational role. Your primary responsibilities will be centred on the day to day operations of the Digital team, including, but not be limited to, the following:

1st Line Support

Act as the 1st line support contact for DMG for all Channel 5 digital products
Capture, log, prioritise, and track all live operational issues
Technical ownership of issues through to resolution/closure
Provide stakeholders with regular status updates on open issues
Proactive investigation and analysis of all Channel 5 digital products to identify issues before they are reported
You may be required to be a technical point of contact out of office hours (on a rota basis)

2nd Line Support

Provide 2nd line technical support on all logged issues
Hands on technical analysis of issues to identify likely root causes
Escalation of issues to 3rd party support teams
Change Management

Scheduling of all Production and non-Production application deployments
Participation in Change Advisory Board meetings
Liaise with Test Manager to ensure all changes are fully tested before release
Post-deployment testing
Ensure stakeholders are kept informed of release schedule and progress
Change Implementation

DNS - management of DNS records via 3rd party providers (e.g. Claranet and Netnames)
Firewalls - overall management of firewalls through 3rd party providers, including whitelisting/blacklisting of IP addresses
CDNs - set up and test URL rewrites, and manage content purges as and when required
Testing

Where required, assist the Test Manager with UAT and Regression testing across all Channel 5 digital products

ESSENTIAL QUALITIES

Attention to detail and an analytical approach to problem solving
Proactive desire to identify problems before they are reported
Excellent team player
Strong sense of ownership
Self-motivated and highly organised, able to work well within a team, be flexible and manage time effectively against competing pressures
Commercially focused, with an awareness of the impact of technology decisions on business priorities

ESSENTIAL SKILLS/EXPERIENCE

Successful candidate will be from a helpdesk, development, testing or network operations background, and will be looking to move in to a wider operational role
Knowledge of VOD OTT delivery
Hands on technical experience of triaging issues across a range of technologies including video servers, web sites, content management systems, mobile apps, CDN's, ad servers and analytics solutions
Experience of using debugging and tracing tools such as Fiddler, Charles and Wireshark
Good understanding of Incident management and Change management processes
Educated to degree level or higher in a relevant technical discipline
Strong oral and written communication skills

DESIRABLE SKILLS/EXPERIENCE

Experience of managing DNS records, including A records and CNAMES
Experience of managing CDN integrations, URL rewrites, content purges and traffic monitoring
Experience of managing Firewall access rules/ACL's
Knowledge of VOD workflows, including video content processing
Knowledge of video advertising solutions such as Auditude or Freewheel
Knowledge of display ad server solutions such as 24/7 Real Media, Doubleclick
Experience using/managing bug tracking tools (e.g. JIRA, Zendesk)
Good understanding of HTML, XML, JSON, CSS, Flash and Javascript
Experience of content management systems such as Wordpress or Drupal
Good understanding of network analysis and configuration (e.g. Traceroute, NSLookup, Whois)
Experience of agile application development processes
Experience of using audience insights and analytics tools such as Comscore, Omniture, Nielsen or Google Analytics
Experience using file transfer protocols (e.g. FTP, SFTP, WebDAV)