As a member of NBCUniversals Production Software Engineering (PSE) team the primary purpose of the Senior Production & Technology Support Engineer is to provide support for NBCUniversals virtualized production infrastructure and applications critical to onair production custom built software and infrastructure. This role will be responsible for providing L1 through L3 support (depending on which application) for our 24x7x365 applications used in newsrooms studios control rooms and the field across NBCU.
This role encompasses a focus on virtualized production infrastructure and production software critical onair applications requiring handson 24 / 7 / 365 support for application infrastructure and collaborating with crossfunctional teams and 3rd party vendors to enhance and optimize technology for a major television network. The position requires weekday weekend and holiday shifts as live onair operations run continuously with weekends and holidays treated as standard workdays
Responsibilities :
- Provide Support to Virtualized Productions and Production Software Applications
Support live programming for NBCU Local MSNBC CNBC TODAY Nightly News Dateline Telemundo and other NBCU shows and networks
Responsible for the support of live production operations within the facility for onair productionRespond to and resolve reported issues from users and L1 using best practices to ensure production reliability.Communicate and escalate issues to L3 support & engineering managers as needed.Passionate about the production process excited by new technologies and opportunities and ready to help develop and improve the existing process and infrastructure.Selfdirected ownership of tasks and assignmentsAble to provide adequate status updates to senior and executive leadership communicating both problems and solutions to technical and nontechnical personnel alike to help develop new processes technologies and techniques which will help to improve the funning of live on air shows and productionsValidation of Software Deployments :Assist and collaborate with the development team in validating new platform software releases.
Identify bugs and workflow gaps through operational testing.Documentation and Workflow Development :Identify and resolve gaps in documentation.
Create Standard Operating Procedure (SOP) documents for efficient issue resolution for use by technical operations and other support staff to resolve issues efficiently. Regulates documents and implements Standard Operating Procedures (SOPs)Create new SOPs and operational guidelines and train others in these SOPs issue resolution and recoveryResearching and documenting production issues or potential onair discrepancies providing detailed writeups of occurrences resulting in potential outages or degraded performancesApplication Support :Monitor incoming user issues (tickets and / or emails) and provide handson application support and troubleshooting for 24x7x365 virtualized productions and production software applications escalating to the appropriate group when required staying in alignment with set SLAs
Collaborate with crossfunctional teams to define support SOPs and create / define playbook documentation. Including 3rd party vendorsPerforms routine system updates security patching collaboration with various tech teams regarding planned maintenance and provides on call 24x7x365 oncall coverage24x7x365 availability for production outages emergencies deployments and escalationsCollaboration and Coordination :Work closely with leaders to coordinate maintenance and build activities around production schedules.
Collaborate with various teams including Scrum Leads Software Engineers QA Engineers Product Manager Project Managers Producers Operational Partners (Contractors and / or Staff) and thirdparty vendors.Works with product / business engagement teams to learn business objectives development teams to plan support needs QA to understand test strategy and SRE on environments deployments and regular maintenanceParticipates in Scrums demos and other Agile ceremonies and ensures accurate and timely status updates to the teamHandson support and documentation for all onprem & cloud (AWS) environments (Servers Storage Databases Networking Security etc.)Observes and responds to all application infrastructure and services monitoring alerts and dashboardsRecognizes and identifies potential operational impacts of application or enterprise change controls which could affect our applications and customersHelps improve performance scalability and reliabilityPerforms routine system updates security patching collaboration with various tech teams regarding planned maintenance and provides on call 24x7x365 oncall coverage24x7x365 availability for production outages emergencies deployments and escalationsOutage Response and Root Cause Analysis :Own outage response management resolution and root cause analysis. Incident Service Knowledge & Change Management
Establish subject matter expertise for all applications and workflows.24x7x365 availability for production outages emergencies deployments and escalationsMetrics and Continuous Improvement :Implements gathering and utilization of metrics to measure accomplishments and monitor progress ensuring SLAs are met and customers are satisfied with their support experience to measure accomplishments and monitor progress.
Contribute to process improvement ideas and support innovation.Qualifications : Basic Requirements :
5 years of experience supporting largescale missioncritical applications.Proficient in agile Github and ITSM tools like Auto Now Service Now.Experience troubleshooting a broad range of applications desktop & mobile operating systems browsers etc.Must have experience working directly with software development teams in a Continuous Delivery and SDLC environmentKnowledge of a broad range of enterprise technologiesMust have ability to review and interpret application infrastructure and service logsMust have basic knowledge of AWS services (IAM EC2 RDS S3 etc.)Must have knowledge across cloud providers (AWS Azure GCP) a plusKnowledge of NoSQL data stores (MarkLogic MongoDB Cassandra DynamoDB Couchbase PostgreSQL etc.) a plusKnowledge on all broadcasting equipment and included but not limited to Production Control Switchers Broadcast Routers CG DV Audio and Video Mixers RTS Riddle Clearcom EVS Icon Stations Ross XPression Tessera / Graphite / Carbonite Dreamcathcer Media Asset Management (NAM DAM) Encoders / Decoders Rasterizers Evertz AIR Cleaners Motion FTP client and Omneon Spectrum Versio Vue Routers Nexio Utah routers LiveU TVU Evertz Magnum UI EXQ and EXE routers.Strong Knowledge of automation and IT systems. (Automations : ITX Harris Morpheus and Mediator X)Wellversed on Broadcast operations and procedural requirements to confirm accuracy and onair readiness of scheduled material by checking the IRD Traffic log and automation playlists. Creation of VOD for streaming platforms.Troubleshooting Audio Video and other technical issues that may arise in the uplink / downlink signal path and be able to recover quickly and effectively.Optimizing workflows related to all broadcast systems including linear and IP fabric for video infrastructures virtualized Windows and Linux environments Encode / Decode platforms (software / hardware) newsgathering tools NonLinear Editing Distribution / Transmission systemsFluent in Microsoft Office applications including Outlook Teams Word Excel etc.Must be willing to work evenings overnights weekends holidays with little or / no notice in support of 24x7x365 critical system availabilityMust be willing to travel on an asneeded basisFamiliarity with AWS services and cloud providers is a plus.Experience within a News or Television Production Environment / Media & Entertainment a mustDesired Characteristics :
Responsive and organized with a high tolerance for stressful situations.Inclusive and collaborative approach with strong interpersonal and communication skills.Detailoriented and resourceful with a drive to learn.Strong problemsolving and written communication skills.Flexibility to work according to production software engineering schedules including evenings overnights weekends and holidays.Passion for monitoring metrics and continuous improvement.Extremely responsive and organized letting nothing fall through the cracksSolves problems quickly and automates processes for the futureKnows when to place a call to a user rather than continuing a long email thread or chatAbility to take responsibility jump in and get things done and be selfdirected with limited supervision.Ability to recognize priorities and pivot activities accordingly. Ability to focus on deadlines and deliverables. Ability to work and participate in a team with an open and collaborative style of communicationDemonstrated selfcomposure high tolerance for stressful situations and unquestionable integrity under pressure.Strong interpersonal and communication skills with ability to effectively speak with people at all technical levels from CTOs and CIOs to users and business stakeholdersHighly customer focused and very responsive. Listens understands and actsAn approach that is inclusive of other viewpoints and perspectives; confidence to make tough decisions about difficult issues with limited dataBig Picture thinkerDemonstrated ability to work independently as well as part of a crossfunctional teamTakes accountability for action items and requests even those requiring actions outside of their direct control following up and leaving nothing to chanceAdditional Requirements :
Fully Remote : This position has been designated as fully remote meaning that the position is expected to contribute from a nonNBCUniversal worksite most commonly an employees residence.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.
Salary range : $100000 $130000
We are accepting applications for this position on an ongoing basis.
Additional Information :
As part of our selection process external candidates may be required to attend an inperson interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversals 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 .
For LA County and City Residents Only : NBCUniversal will consider for employment
qualified applicants with criminal histories or arrest or conviction records in a manner
consistent with relevant legal requirements including the City of Los Angeles Fair Chance
Initiative For Hiring Ordinance the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable.
Remote Work : Employment Type :
Fulltime
Key Skills
History,Insurance Management,JDE,Administration Office,Catering Operations
Vacancy : 1
Salary : $100,000 - $130,000
