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Senior Manager of Video Support Center - Systems at Spectrum

Posted in Other 15 days ago.

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Type: Full Time
Location: Broomfield, Colorado

Job Description:

Job Scope

The SeniorManager of Video Support Center-Systems leads a team of highly skilled engineering resources in a fast paced, high tech environment, providing Tier 2 and Tier 3 support for all video systems within Charter Communications. The video systems included in this team s purview include Video Back-Office Systems, Conditional Access Systems, Switched Digital Video Systems and Video on Demand Systems. The position will manage this team to provide proactive and reactive service support resulting in the timely resolution of service impairments in a 24x7x365 operation. The manager will be part of the department s leadership team and lead their specific shift with up to 15 direct reports.

Duties & Responsibilities

* Managing the day-to-day escalation/operational needs across Video Operations Systems/Applications to ensure issue resolution and performance targets are achieved Manages team of Engineers responsible for root cause analysis within department

* Responsible for service operations and trouble management of Charter video systems and applications including VOD, SDV, Conditional Access and Back-Office systems

* Ensure proactive maintenance and analysis activities are achieved in accordance with engineering best practices and documented procedures

* Develop engineering expertise within the team and driving preventative activities to help accomplish company performance objectives

* Lead staff, other Charter groups and vendors to resolve issues as an escalation point for chronic and high severity events

* Drive operational efficiencies and network performance improvements with proactive issue management and resolution

* Work with Charter NOC, Engineering Operations and Video Support Center-Core Operations teams to develop efficient best practices for service trouble management, restoration and preventative measures

* Management and engineering point of escalation managing resources in a shifted 24x7 environment.

Basic/Minimum Qualifications

* Minimum of five (5) years of engineering management experience

* Minimum of five (5) years of experience with the operation and engineering of service provider applications

* Bachelor s degree in Engineering, Information Systems, or related field or equivalent work experience

Additional Job Requirements

* Experience supervising technical operations staff in a 24x7 operations environment capacity; lead and proactively identify impairments to mitigate customer impacting performance issues

* Experience working with and administering Unix/Linux operating systems; specifically experience with RedHat, and Solaris

* Advanced knowledge of Video Solutions and technologies

* Advanced knowledge of Conditional Access Systems, DAC, DNCS, DCAS

* Advanced knowledge of VOD and SDV architectures and operations

* Advanced knowledge of MPEG2, MPEG4, transcoding, & other related technologies

* Advanced knowledge of IP Video Delivery solutions

* Advanced knowledge of LAN/WAN design and operations

* Advanced knowledge of HFC networks

* Advanced knowledge of IP Multi-cast

Preferred Skills

* Strong technical knowledge of cable industry applications and services is highly desired

* System administration of complex UNIX environments and associated certifications (RHCSA, RHCE)

* Direct experience and expert knowledge of Charter back office systems such as Mystro and Spectrum

* Direct experience and expert knowledge of VOD systems including AMS, catchers, caches, streamers and associated VOD back-offices

* Direct experience and expert knowledge of Conditional Access controllers such as Cisco DNCSs and Arris DACs

Proven quick learner with strong conceptual thinking - ability to draw from experience and theory; be action oriented and ability to keep the customer as the primary focus

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