Broadcast - Ott Platform Operator

OTT Platform Operator Location: Singapore We are seeking a skilled and dedicated OTT Platform Operator to join our dynamic team in Singapore. The Operator will be responsible for monitoring, triaging, routing and resolving the technical operations of dedicated systems designed to support OTT and broadcast video services. This includes terrestrial and IP distribution networks, streaming workflows, and acquisition signal paths. The ideal candidate must have a technical background in broadcast and / or IP video workflows, excellent communication skills, and the ability to thrive in a fast-paced, high-pressure environment. This role requires a proactive and customer-focused mindset, ensuring high service availability and prompt resolution of incidents. Must be inquisitive and thrive in an environment where problem solving is a standard aspect of the role. Key Responsibilities • Monitor OTT and broadcast networks, video, audio, and streaming services for quality and continuity, Triage and Escalate station health alerts that are presented in the alerting systems. Live Station Monitoring and Initial Triage • 24/7 Monitoring: Continuous oversight of all critical systems and services. Monitor station health; execute station failover procedures to preserve station health, Escalate issues • Initial Incident Identification(Triage): First point of contact for alerts and reported issues. • Signal Continuity: Manage which sources are enabled/disabled on stations, ensuring the best working sources are available. • Failover Procedures: Perform local and national station failover processes as required. • Live Event Management: Perform real-time live event management activities, including livestream start/end and publishing videos to partner channels. • Basic Troubleshooting(Mitigate): Attempt to resolve common and well- documented issues using established runbooks. • Data Collection (Document):Gather essential information about the incident, including time, affected services, and initial symptoms. • Escalation to Incident Operators If an issue cannot be resolved, noting all initial salient triage data points to aid in quick resolution. Customer Social and End User Device Issue Routing • End to End Issue Routing: Route issues efficiently to the appropriate teams for resolution. Major Marquee and Events • Live Event Communications: Coordinate communications between B roadcast Partners and the relevant teams. • Platinum Live Event Oversight: Oversee Platinum Live Events. • Major Marquee Event Station Health Pre-Checks: Coordinate pre-checks. • Manages live streams: including live stream configuration and adjustment, video publishing, and channel management. • Performs pre-live quality assurance, including but not limited to: discrete livestream check-in, video signal health checks, and confirmation of mutually agreed predetermined specifications. • FOX 4K Events: During Live events, Operator calls and coordinates any requests from FOX throughout the live event. Incident Management (IM) • Routes incoming issues to the team to work through and resolve. • Dispatches and coordinate external service vendor teams to resolve remote issues and perform preventative maintenance. Communications Management Routing (COMMS) • Monitors incoming communications and alerts across multiple platforms (email, voice, chats) and routes them to the relevant teams for review and response. • Communicates with Google’s external content partner groups providing feeds (e.g., ABC, CBS, NBC, etc.) to resolve availability issues and coordinate tests. Incident Operations • Manages and triage incidents, performing first-line issue diagnosis and rectification or escalating as needed. • Responds promptly to technical issues, coordinating troubleshooting and rectification efforts with internal and external stakeholders. • Root Cause Assessment(Initial): Provide actual or hypothesis for potential causes of the incident. • Mitigates issues when possible: Implements temporary solutions to mitigate impact while a permanent fix is sought. • Coordination with Other Teams: Collaborate with third party service providers, Subject Matter Experts (SMEs), Tech Leads and the Engineering or vendor teams as needed. • Escalation to Specialist Teams: If the issue requires specialized expertise (e.g., specific engineering teams), it will be escalated further. • Continuously learn new system functionality and operating procedures in order to maintain a high level of services, in line with …