L2 Digital Operator

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. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

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 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 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 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 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:

• Bachelor’s 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 full-time, onsite, hourly, non-exempt position with a pay rate of $37.95 per hour, based on a rotating 38-hour weekly schedule.

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 AccessibilitySupport@nbcuni.com.