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Digital Platform Support Analyst

  • Job reference: 45429
  • Location: City of London
  • Job type: Contract
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Other
  • Salary: £0 per annum

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Digital Platform Support Analyst

Location: London

Our London based client is looking for a Digital Platform Support Analyst. The successful candidate will be reporting to a Duty Operations Manager, this position is critical in to monitoring and supporting the Global Digital platforms and video feeds. Resources supporting this role are our Tier 1 behind-the-scenes operations support team expected to have a versatile skill set both technically and personally with the ability to stay focused and continually develop as an experienced and skilled technician. Analysts in this role will to have experience in leading difficult situations, staying calm, reacting quickly under pressure and being able to execute on the key responsibilities noted below. The position is a shift based role working as part of a unified "virtual" teams that will consist of members from multiple disciplines.

Essential Skills:

  • Previous experience working in digital technical operations or media operations environment
  • Experience of monitoring and supporting digital platforms
  • Working experience in handling HD and SD video feeds
  • Education - Preferred Bachelor's degree in Digital Media, Information Systems, Computer Science, Business Administration, or related field or equivalent experience.
  • Working knowledge of ServiceNow MS Word, Excel or similar computer software systems.
  • Working experience of cloud environments particularly AWS or Azure
  • Must be able to work independently and prioritize workload to complete tasks in a timely manner
  • Able to work without supervision, combining initiative with discretion
  • Excellent written and verbal communication skills and a friendly disposition
  • Able to communicate technical matters to technical and non-technical audiences
  • Excellent interpersonal skills
  • Flexibility to work early morning, evening, weekend, and overnight shift
  • ServiceNow or similar Call Management application experience
  • Understand and be able to work with monitoring systems and related technologies
  • Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements

Key Responsibilities include:

  • Monitor the digital platforms and video streams in real-time
  • Responsible for coordinating technical support of all digital playout
  • Acts as primary point of contact for all reported digital playout issues.
  • Outage vetting - initiating of critical outage situations
  • Severity 1, 2, and 3 outage notifications/updates/resolutions for digital
  • Working experience of AWS operations
  • Implement, or assist with implementation of, changes to digital production and infrastructure
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