Supervisor, Streaming Video Services

Our Direct-to-Consumer (DTC) portfolio is a powerhouse collection of consumer-first brands, supported by media industry leaders, Comcast, NBCUniversal and Sky. When you join our team, you’ll work across our dynamic portfolio including Peacock, NOW, Fandango, SkyShowtime, Showmax, and TV Everywhere, powering streaming across more than 70 countries globally. And the evolution doesn’t stop there. With unequalled scale, our teams make the most out of every opportunity to collaborate and learn from one another. We’re always looking for ways to innovate faster, accelerate our growth and consistently offer the very best in consumer experience. But most of all, we’re backed by a culture of respect. We embrace authenticity and inspire people to thrive.As a Video Streaming Supervisor at NBC Universal (NBCU), you will be overseeing the day-to-day Global operations and staffing of this 24/7/365 Digital Operations Center.  This role will report to a Manager of Video Operations and help lead both the L1 and L2 Operators.  The supervisor is responsible for making sure that L1 and L2 support are following all operations procedures including real-time troubleshooting, escalation, resolution and reporting of issues.  The operation will include real-time monitoring of live streams and VOD delivery workflows across all Global Streaming propositions, through a set of data aggregation tools across the entire distribution chain.  The Supervisor will be responsible for daily end of shift reports on delivery confirmations, issue mitigation and performance metrics are part of the standard operating procedure. The primary objective of this role is to ensure that the team of operators have the optimal resources and staffed accordingly to handle all video workflows. This role is a unique opportunity to help grow a state-of-the-art, cutting-edge, one-of-a-kind facility and team that will pioneer digital delivery and distribution for the industry.Essential Functions (Responsibilities):Lead both L1 and L2 Operators to ensure the availability and reliability of NBCUniversal assets distributed to Peacock App and the end consumerOversee L1 and L2 Support and ensure proper incident management is being followedOwn relationship with incident management team and provide updates where needed on Root Cause AnalysisOwn daily maintenance checks of hardware and software within the DOC and work with Engineering to resolveCreate operations staff schedule to ensure 24/7/365 coverage, including on-call coverageOwn Operations Process Management and create living runbooks for all different eventsWork directly with management and report on the day-to-day inefficiencies within the operations team and own them until resolutionBackup the manager as a stakeholder for a specific product under Global Digital Operations (Live Events, Linear Streaming, VOD, Telemetry, or Ad Integration)Create daily reports to business leadership for VOD and Live HealthOwn and manage strong working relationships with internal brands and external partners