Digital Platform Operations team is currently seeking an Operations Manager with VOD experience to cover an extended vacancy. Reporting to the Vice President, Digital Operations and working closely with cross-functional internal and external teams, the Operations Manager will provide day-to-day technical management for the content publishing and video distribution platform.
You will be the first line of defense for any production issues, and your primary responsibilities involve leading monitoring, issue identification, communication, and resolution. The right candidate will have quality experience in IASS, strong troubleshooting skills, and be able to operate with little oversight.
What You'll Do
Take on 24/7 responsibility for monitoring and issue resolution for our production services (although actual out-of-business-hours activity is typically minimal, a successful candidate will be prepared to be on call 24/7)
Take on the toughest problems, break them down into tasks, create tickets, identify resources, and manage the issue through to resolution
Clearly communicate to stakeholders around production issues, steps being taken to resolve them, expected time to resolution, etc.
Work with external vendors, internal teams and stakeholders to solve problems, both reactively and proactively, ensuring uptime is within SLA commitments and expectations are met or exceeded
Monitor the production environment, analyze performance data and provide valuable reports to identify early signs of issues
Schedule, coordinate, and communicate operationally impacting events
Facilitate open-communication across groups, ensuring immediate and direct feedback to stakeholdersResponsibilities:
Manage and execute tasks discussed in daily operational triage meetings.
Monitor current applications and platforms and create real-time dashboards to track performance of applications and to diagnose problem areas
Work with a high-performance DevOps team supporting both large and medium-scale traffic with high-availability based on a .NET platform.
Execute the Sony Crackle NOC process
Execute and enforce the Incident Management Process
Problem troubleshooting and resolution, including interaction with Ad Ops, Content Ops, Video Ops, vendors, DevOps, PMO, and engineering.
Monitor the production environment to detect and resolve problems and ensure uninterrupted operations.
Thorough documentation of incident and problem details in near real-time.
Own and manage NOC incidents from inception through resolution.
Ensure SLAs are met
Provide dashboards and regular reports for management reporting on operational monitoring issues
Provide internal business support, with excellent customer service.
Generate performance analysis reports.
Create and maintain knowledge base articles, policies and procedures
Document run books for diagnosis and remediation of issues.
Manage monitors and alerts based on problems being solved day to day.
Minimum 3-5 years of professional experience managing operations, preferably in a streaming VOD content environment
Demonstrated experience documenting and implementing procedures for support, monitoring & escalation of incidents, and SLAs
Expertise in triaging issues, ensuring the most critical are dealt with in the highest priority and that others are followed up with in time
Hands on experience with monitoring tools such as Conviva, AppDynamics, Loggly, or similar
Demonstrated ability to think critically and creatively to find answers and a genuine passion for problem-solving
Ability to work through roadblocks and provide solutions in an environment with heavily constrained resources
Ability to seamlessly juggle multiple projects and responsibilities from a variety of stakeholders in a fast-paced, dynamic, and often ambiguous work environment
Experience working with Engineering and Product teams on product launches and/or issue triage
Knowledgeable and up-to-date on developments in web operations, infrastructure, modern application stacks, and operations best practices.
Understanding of large-scale distributed systems and caching technologies
Experience with Bug Tracking and Documentation systems. JIRA and Confluence preferred.
Able to stay focused on priorities even as conflicting requests for work flow in
Bachelors degree in a related field
If this sounds like the perfect opportunity for you please contact me direct at or .
VOD Content environment, monitoring tools: Conviva, AppDynamics, Loggly, or simular; Jira & Confluence