Specialist-Tech Service Management

At&T Castle Rock , CO 80109

Posted 2 months ago

AT&T Entertainment Group is changing the way the world experiences entertainment. We're delivering cutting edge products and services that redefine the future. Innovation is at the heart of what we do and we're revolutionizing the way our customers access content anytime, anywhere. With premier video services like DIRECTV and U-Verse to our newest streaming service, DIRECTV NOW, our industry leading team is at the forefront of making it all happen. Together, we're creating the best entertainment and communications experience in the world.

AT&T Entertainment Group is looking for a talented, highly motivated, self-driven individual with technical experience in large-scale video distribution to join our service operations team. As a Specialist - Technical Operations, you will work on a team that owns the end-to-end monitor and control for our entire local lineup of channel services from acquisition thru downlink.

In this role, you will be responsible for the following functions related to the service:

  • Implement and leverage best-in-class technologies, tools, and processes to continually optimize the customer experience

  • Perform first touch resolution

  • Incident response, root cause analysis, and problem management across a diverse set of technologies

  • Optimize event detection and alerting capabilities

  • Documentation and robust knowledge base creation

  • Project management and support

  • Guided change implementation, documentation and training

As the successful candidate, you will:

  • Put the end-user experience at the core of the team's focus and continually drive to measure and improve it

  • Provide support to the onair operations environment with monitor and control (M&C) to restore functionality including performing follow up and assisting with diagnostics and troubleshooting of broadcast servers, applications, and software

  • Assist with system testing and validation of monitoring and control maintenance

  • Assist with projects including the planning, implementation, procedures, documentation, installation and training of staff as needed

  • Take ownership of issues affecting the service regardless of functional area or organizational boundary

  • Be adaptable, expect change and keep both skills and mindset current to respond to the demands of the business

  • Leverage technical skill sets to explore, evaluate, and deliver new technologies, techniques, and tools to advance the capabilities of the team

The background of the successful candidate should include:

  • 2+ years of experience with technologies associated with providing a live channel video and video-on-demand (VOD) services in on premises or cloud-based environments

  • BS/BA in a technology related field is preferred

  • A good understanding of computer networking services and tools

  • Strong working knowledge of physical equipment and infrastructure, RF equipment, technical workflow diagrams and working with engineers to test and integrate new systems

  • Must have the ability to work in a fast pace environment with changing priorities

  • Experience in configuration and optimization of a diversity of toolsets to maintain and improve services, to include Splunk, AppDynamics, New Relic, MoogSoft, Prometheus, Grafana, Nagios

  • Experience and familiarity with Kubernetes, BitBucket/GIT, Unix/Linux, AWS and agile/scrum methodologies with scripting and automation skills

  • Strong verbal and written communication skills, problem solving, analytical skills and ability to influence others

  • Experience with administrating, maintaining, troubleshooting, and configuring various systems in a Windows and/or Linux environment

  • This position is in a 24x7 facility and may require the ability to work various shifts, including holidays and overtime

  • All candidates must be able to lift 30 to 40 pounds

Principal Functional Skills / Competencies associated with this Title:

  • Hardware Infrastructure

  • Incident and Event Management

  • IT Service Change Management

  • IT Service Improvement

  • IT Service Management (ITSM)

  • Network Performance Management

  • Problem Management

  • Process Management

  • Systems Software Infrastructure

  • Technical Troubleshooting

Note: Additional skills / competencies may be added to this specific requisition. During the application process, you will be asked to provide your proficiency and experience with all the skills / competencies associated with the requisition.

Job ID 2007130

Date posted 02/05/2020


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Specialist-Tech Service Management

At&T