22 days old

Digital Platform Support Analyst

Discovery Inc
London, England W4 5YB
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Discovery Inc

Location: London, United Kingdom,
Req ID: 12415


As Discovery Incs portfolio continues to grow around the world and across platforms the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discoverys products, while articulating the long-term technology strategy that will enable Discoverys growing pay-tv, digital terrestrial, free-to-air and online services to reach more audiences on more platforms.

From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.

This role is a fixed term contract.


-Monitor Discovery's digital platforms and video streams in real-time

- Responsible for coordinating technical support of all digital playout
- Acts as primary point of contact for all reported digital playout issues.
- Outage vetting initiating of critical outage situations
- Severity 1, 2, and 3 outage notifications/updates/resolutions for digital
- Working experience of AWS operations - Implement, or assist with implementation of, changes to digital production and infrastructure
- Perform & coordinate escalation resolution of incidents to Discoverys vendors
- Provide oversight to the Release Management process in monitoring and updating the status of releases
- Partner with Digital staff to ensure success of daily Digital operations
- Provide support for server patching/change management
- Provide support for other Technology Operations duties
- Provide a seamless and professional experience in supporting remote and regional business areas
- Monitor Discoverys production network in realtime
- Identify, adjust, and help establish new monitors and metrics needs
- Be available for on-call/after hours to support critical outage situations requiring multiple streams of technical lead support
- Uphold professional ticket management from the get-go for the benefit of the rest of the global support teams by ensuring all ticket types are logged, work logs comprehensively updated and then carefully manage routing to ensure resolution
- Maintain on-going communication with customers, keeping them up-to-date with the progress of their tickets
- Serve as a liaison between other support teams and the customer as required by working collaboratively across all leadership levels
- Provide support to the Duty Operations Manager in the management of outages as needed, providing communications to small and large-scale user groups.
- Be proactive and ensure constant follow up with involved technology teams to ensure resolution
- Ability to embrace and support new technologies introduced first hand to Digital & IT - Experience with ITIL principals
- Keep Knowledge Base(s) up-to-date


- Experience of monitoring and supporting digital platforms
- Working experience in handling HD and SD video feeds
- Preferred Bachelor's degree in Digital Media, Information Systems, Computer Science, Business Administration, or related field or equivalent experience.
- Working knowledge of ServiceNow MS Word, Excel or similar computer software systems & experience of cloud environments particularly AWS or Azure
- Must be able to work independently and prioritize workload to complete tasks in a timely manner - Able to work without supervision, combining initiative with discretion
- Able to communicate technical matters to technical and non-technical audiences
- Flexibility to work early morning, evening, weekend, and overnight shifts
- ServiceNow or similar Call Management application experience
- Understand and be able to work with monitoring systems and related technologies
- Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements
- Ability to provide Total Call Ownership to include handling customers, escalating issues as appropriate and providing the necessary follow up before incidents are closed
- Ability to define & document support procedures as required
- Ability to maintain focus in a high-pressure environment. Should thrive in a fast-paced environment, being able to meet short deadlines.


Posted: 2021-09-03 Expires: 2021-10-05

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Digital Platform Support Analyst

Discovery Inc
London, England W4 5YB

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