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Purpose
To provide expert technical support, monitoring, and maintenance for Cingularity's (an IMG property) global network and video services, ensuring flawless delivery of live broadcast content. The TOC Network Engineer plays a critical role in the 24/7 Technical Operations Centre (TOC), proactively identifying and resolving issues, implementing solutions, and contributing to the continuous improvement of Cingularity's services. This role requires a potent blend of technical expertise, customer service skills, and the ability to perform under pressure in a live broadcast environment.
Key Responsibilities
Operational Support & Team Contribution
- Proactively monitor the Cingularity Network, associated systems, and video services using monitoring tools (e.g., Nimbra Vision, Zabbix, Grafana, Mult viewers and Transport-Stream Probes).
- Participate in team rotas utilising hybrid follow the sun model, ensuring 24/7 monitoring, support, and maintenance coverage.
- Contribute to a culture of high performance, collaboration, continuous learning, and customer focus within the TOC team.
- Review, process, and monitor planned work activities, ensuring minimal disruption to live services.
Service & Solution Delivery
- Execute live transmissions, including routing, check-in, monitoring, and check-out procedures, ensuring flawless service delivery.
- Provide direct customer support via phone and email, address service issues, bookings, and other inquiries, and collaborate with partners and suppliers as needed.
- Proactively identify and address potential issues before they impact service delivery.
- Completing service bookings, including provisioning of occasional use services.
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Technical Execution & Incident Management
- Resolve network and service issues, working from initial investigation to final resolution, isolating the cause, and minimising impact.
- Log, analyse, and act upon all incidents promptly, contributing to incident reports and root cause analysis.
- Assist in the development and maintenance of incident management and disaster recovery plans.
- Contribute to Lessons Learnt and Incident Reports for clients.
Process Optimisation & Documentation
- Contribute to reviewing, refining, and documentation of TOC workflows, processes, and procedures.
- Maintain accurate records of network configurations, service documentation, and incident logs.
- Ensure that you follow the change management process.
Technology Implementation & Support
- Assist in the implementation of bespoke customer solutions, working alongside project management. This includes:
- Device configuration and testing.
- Network and service documentation.
- Installation and commissioning.
- Contribute to core network development, maintenance, and upgrading of the Cingularity DTM and IP Networks.
- Support video system development, maintenance, and upgrading for baseband and IP systems, including encoders, decoders, and routers.
- Contribute to evaluating new technologies, tools, and systems to improve TOC capabilities.
Skills and Qualifications
Essential
- Proven experience ideally as a Broadcast Engineer with solid network knowledge or education.
- Knowledge of Broadcast environments and workflows.
- Excellent interpersonal, written, and oral communication skills.
- Familiarity with maintaining and operating transmission equipment, including encoders, decoders, and video routers.
- In-depth knowledge and experience of TCP/IP Stack, including switching, routing, and multicast.
- Proven record of providing an exceptional customer experience.
- Excellent attention to detail and the ability to remain focused under pressure.
- Proven analytical and problem-solving skills.
- The ability to follow and develop operational processes to a high standard.
- Drive to build their knowledge and skills on existing and emerging technologies.
- Self-motivated and organised individual.
- Flexibility to work unsociable hours as required to cover sporting events.
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Advantageous
- Knowledge of the Net Insight portfolio, including experience on the MSR platform, is highly advantageous.
- Experience with standard routing protocols such as OSPF and BGP.
- Experience in video and audio encoding technologies and parameters.
- Knowledge of fibre optical technologies with experience in deployments and troubleshooting.
- Proficient in MacOS.
- Experience with booking systems and/or automation systems.
- A degree in engineering, telecommunications, or a related field.
- Python scripting experience.
Unusual Challenges
Cingularity operates a hybrid follow-the-sun support model, and this role's working hours are on an evolving shift pattern. Engineers do not work hours between 00:00 and 07:00.
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