Technical Operations Manager

Job Description

Is the the role for you?

It was announced in August that Channel 5 and its free streaming service, My5, will relaunch in 2025 under a unified parent brand of 5 across linear, streaming and digital platforms – giving its audience easy access to its award-winning range of programming and content, wherever and whenever they want it. As part of the relaunch as 5, the free streaming service will feature a significantly expanded content offer to complement Channel 5's acclaimed UK drama originals and unscripted programming. For the first time, the streaming service will include a new range of specially curated FAST channels. There will also be personalisation, and enhanced data-led advertising opportunities. This long term, strategic decision by Channel 5 follows successive years of industry leading growth across both Channel 5's linear channels and My5. Over the first half of 2024, My5 grew its viewing by +40%, more than any of the other public service streaming services.

This role is an exciting opportunity to work in a fast-paced, commercially driven, growing digital media team. The successful candidate will be from a service desk, development, testing or network operations background, ideally in the UK Streaming sector, and will be looking to move into a wider operational role.

What will you be doing?

Your primary responsibilities will be centred on the day-to-day operations of the digital team, including, but not be limited to, the following:

Live Incidents and Issue Management
• Technical support for the My5 applications and associated backend services.
• Capture, log, prioritise, and track all live operational issues.
• Act as internal service desk. providing 1st line support to the wider My5 team and other internal Paramount teams (such as Customer Support, Product, VOD Operations and Analytics).
• Provide 2nd line support on issues reported by My5 customers (via Customer Support team).
• Raise issues to 3rd party support teams and internal Paramount departments where appropriate.
• Technical ownership of issues through to resolution/closure.
• Ensure live issue ticket statuses are kept up to date.
• Provide partners with regular status updates on open issues.
• Proactive investigation and analysis of all Channel 5 digital products to identify issues
• You may be required to be a technical point of contact out of office hours (on a rota basis). Any work undertaken during evenings and weekends will be recoupable from standard office hours in consultation with the Senior Director of Quality and Operations.

Change Management
• Participation in Change Advisory Board meetings.
• Support the scheduling of Production and non-Production changes.
• Liaise with the Team to ensure all changes are fully tested before and after Production release.
• Ensure change ticket statuses are kept up to date.
• Ensure partners are kept informed of release schedule and progress.
• Support the Senior Technical Operations Manager with the management and implementation of:
• Application deployments (including submission of app updates to app stores
• Configuration changes
• Infrastructure maintenance
• Network/DNS/CDN changes

Testing
• Where required, assist the My5 test team with testing across My5 applications and associated backend services.
• Assist in the management and configuration of the My5 Test Lab and Test Device inventory list

What are we looking for?
• Attention to detail and analytical approach to problem solving
• Proactive desire to identify problems before they are reported.
• Keen sense of ownership but a team player
• Self-motivated and highly organised, able to work well within a team, be flexible and manage time effectively against competing priorities.
• Commercially focused, with an awareness of the impact of technology decisions on business priorities.
• Successful candidate will have a experience in a helpdesk, development, testing or network operations background, and will be looking to move on to a wider operational role.
• Ability to accurately communicate complex technical issues to non-technical people 3. Extensive experience with Jira and Confluence (or similar tools)
• Hands on technical experience of triaging issues across a range of technologies and devices, such as:
• Video streaming
• Metadata
• DRM
• Web sites
• Mobile apps
• Connected TV apps
• Content management systems
• Cloud hosting
• CDN's
• Advertising
• Analytics
• Experience of using debugging and tracing tools such as Browser dev tools, Charles or Wireshark.
• Good understanding of Incident management and Change management processes (ITIL)
• Educated to degree level or similar in a relevant technical discipline.
• Strong oral and written communication skills.
• Knowledge of VOD OTT delivery
• AWS cloud solutions
• Video quality of service (QoS) solutions (e.g. Youbora, Conviva)
• Application monitoring solutions (e.g. New Relic)
• Customer Support tools (e.g. Zendesk)
• DNS records
• CDN integrations, URL rewrites, content purges and traffic monitoring.
• Firewall access rules/ACL's/IP whitelisting
• HTML, XML, JSON, CSS, JavaScript
• Content management systems such as WordPress or Drupal
• Network analysis and configuration (e.g. Traceroute, NSLookup, Whois)
• Agile development framework
• Analytics tools such as Google Analytics and Adobe Analytics

Channel 5 is an award-winning public service broadcaster and the UK's third latest commercial TV station, reaching 3 in 4 of the UK viewing public each month. The channel has a diverse schedule of original programmes across genres including issue-led documentaries, popular factual, accessible history, stunning natural history, inclusive entertainment and reality, top level sport, high quality scripted programming, headline-grabbing current affairs and critically acclaimed children's and news programming. Channel 5 is a unit of Paramount Global.

Paramount is an equal opportunity employer (EOE) including disability/vet.

If you have any difficulties in applying or require access needs arising from a mobility or any other impairment please let us know by emailing uk.recruitment@vimn.com or calling 0207 555 1234. We can then ensure your experience and visit is as smooth and enjoyable as possible.

Jobcode: Reference SBJ-r7x928-18-116-50-234-42 in your application.