Lead Major Incident Broadcast Support Engineer

ZipRecruiter; London; On-site; GBP 40,000 - 75,000; Full time

Job summary

A leading technology company is seeking a Lead Major Incident Broadcast Support Engineer for a pivotal contract opportunity in London. This role involves managing multiple simultaneous streaming events, leading a support team, and contributing to technical documentation and process improvements in a fast-paced environment. Ideal candidates demonstrate strong troubleshooting skills, a commitment to operational excellence, and extensive experience in streaming technologies and incident management.

Qualifications

• 4+ years in IT support operations.
• Proficiency in leading support teams.
• Experience in streaming video delivery systems.

Responsibilities

• Manage high-priority streaming events.
• Collaborate on cross-functional support issues.
• Create and maintain operational documentation.

Skills

Troubleshooting

Incident management

Customer service

Technical documentation

Networking fundamentals

Education

IT support operations experience (4+ years)

Level-2 escalation role experience (2+ years)

Experience in technical quality assurance

Tools

Jira

ServiceNow

Job description

Job Description

Lead Major Incident Broadcast Support Engineer - Contract Opportunity

• Execute multiple concurrent streaming events; independently manage high-priority events to ensure top-tier customer experience.
• Collaborate with senior engineers and cross-functional teams on high-severity support issues, focusing on immediate mitigation and long-term resolution.
• Deliver detailed reports to leadership and manage follow-up actions post-event.
• Contribute to the development and testing of operational tools aimed at improving efficiency through automation.
• Drive sustainable solutions to recurring issues and reduce operational risk.
• Understand the technical architecture of streaming systems and identify root causes of audio/video defects.
• Support video operations and maintenance, with a focus on automation and process improvement.
• Generate system and support performance reports.
• Coordinate customer communications and workflows, ensuring service level agreements are met.
• Create and maintain internal documentation, including knowledge base articles, operational procedures, and training materials.
• Support onboarding of new services or properties, ensuring readiness through documentation, tooling, and training.

Basic Qualifications

• 4+ years of IT support operations experience, including 2+ years in a Level-2 escalation role.
• 2+ years of experience leading a support team in a network operations or similar environment.
• Proficiency in incident management, ticketing systems, and metrics reporting.
• Experience supporting microservices-based architectures.
• Strong troubleshooting skills with a proven ability to identify root causes.
• Demonstrated commitment to operational excellence and continuous improvement.
• Solid understanding of networking fundamentals.
• Excellent written and verbal communication skills, with experience in technical documentation.
• Strong organizational and multitasking abilities.
• Excellent interpersonal and customer service skills.
• Familiarity with incident management tools such as Jira or ServiceNow.

Qualifications

• Experience supporting streaming video delivery systems and consumer playback devices.
• Knowledge of video encoding and transcoding technologies.
• Familiarity with AWS services and infrastructure.
• Background in video production or broadcast operations.
• Experience in technical quality assurance roles.
• Exposure to live sports environments.
• Understanding of IT service management frameworks and best practices.
• Ability to mentor and train support engineers.

Location

London, UK

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