Lead OTT Broadcast Support Engineer

ZipRecruiter; London; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading company is seeking a Lead OTT Broadcast Support Engineer to oversee streaming events, ensuring superior customer experience. This role involves driving solutions to operational issues, managing support teams, and contributing to the development of automation tools. The ideal candidate will have substantial experience in technical support operations, particularly in the media and broadcast sector, and demonstrate a commitment to excellence.

Qualifications

• 4+ years of IT support experience, including 2+ years in Level-2 escalation role.
• Excellent written and verbal communication skills.
• Experience supporting streaming video delivery systems.

Responsibilities

• Manage high-priority streaming events for top-tier customer experience.
• Collaborate on high-severity support issues and drive solutions.
• Create and maintain operational documentation including training materials.

Skills

Incident management

Troubleshooting

Technical documentation

Customer service

Networking fundamentals

Scripting

Tools

Jira

ServiceNow

Job description

Job Description

Lead OTT 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.
• Proficiency in Scripting or software development (eg, JavaScript, React, TypeScript, Python).
• Understanding of IT service management frameworks and best practices.
• Ability to mentor and train support engineers.

Location

London, UK

Trading as TEKsystems. Allegis Group Limited, Bracknell, RG12 1RT, United Kingdom. No Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

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