Assistant Manager - Network Operations & Support (Network Operations & Support) - B3101_2

Job Family Descriptor

The position will be located in Dighi, Pune and the person will be responsible to support LIVE Video services.

Broad outline of the Role

The candidate should have a proven experience in leading tier 1 broadcast MCRs or network support team.

• MCR Operations & support for all live special sports events.
• Fault management & Problem resolution & issue resolution.
• Provide specific reporting and service improvement plans for incremental, continual improvement of customer experience.
• Support creation and transition of new support processes

He or she will help the team to meet and exceed customers’ expectations and will be responsible for support adherence to all broadcaster contracts and SLAs.

He or she will operate at a senior level across all operations departments, working collaboratively to ensure that our customers are provided with the best possible experience from the first engagement with TCL and continually throughout their lifecycle.

Minimum qualification & experience

· Minimum 5 to 7 years working experience in Operations or leading MCR.

· B.E/B-Tech Engineering Technical Graduate (Electronics and Telecommunications preferred)

· Manage MCR 24x7 Operations to support TV customers, broadcasters, production houses, News offices & Operators (providers, cable operators)

· Working experience on IP networks (Cisco switches, routers), configuration management. Cisco certification (CCNA) is a plus.

· Candidate must have knowledge of optical fibers, transmission technology, routing, switching IP basics. Hands -On experience on SDH/Ethernet transport equipment’s is a plus.

· Knowledge of encoding, decoding, MCPC Mux, video & audio fundamentals, Television standards is desirable.

· Experience in Net Insight video distribution products

· Extensive experience in satellite operations.

· Proven experience in actively using ScheduAll/ Dataminer or any monitoring or inventory management system.

· Experience in using remedy or other incident ticketing systems.

· Awareness of latest broadcast technologies including high compression encoding, 4k/8k delivery and monitoring.

· Capability to work in a challenging cross cultural environment

· Strong troubleshooting and analytical skills

· Works well as part of multidisciplinary teams, which are expected to reach a common goal

. Comfortable working for an international organization composed of multiple cultures, language accents, different time zones and that on a day-to-day basis

Key Responsibilities

· To manage a team offering MCR support for live events and onward delivery to global customers over fibre and satellite.

· To ensure the most effective technical solutions are selected for customer.

· To ensure agreed levels of service are delivered for our customers in various segments ontime.

· To meet specific and agreed objectives on improvements in customer satisfaction.

· To work with the customer and the sales teams to identify the service requirements across all media services and working service improvement plans