Technical Operations Manager

Paramount Global; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company seeks a motivated individual to join its fast-paced digital media team. The role involves supporting My5 applications, handling technical issues, and participating in change management processes to ensure operational excellence. This position offers growth in a dynamic environment with a focus on digital streaming technology.

Qualifications

• Experience in helpdesk, development, testing, or network operations.
• Ability to communicate complex technical issues clearly.
• Hands-on experience troubleshooting across technologies, including video streaming.

Responsibilities

• Provide technical support for My5 applications and backend services.
• Manage live incidents and issues.
• Assist with application and backend service testing as needed.

Skills

Attention to detail

Analytical problem-solving

Proactive issue identification

Team collaboration

Self-motivation

Effective time management

Commercial awareness

Communication of technical issues

Jira

Confluence

Troubleshooting across technologies

Knowledge of ITIL processes

Knowledge of VOD OTT delivery

Knowledge of AWS cloud solutions

Knowledge of application monitoring

Knowledge of content management systems

Education

Degree-level education in a relevant technical discipline

Tools

Jira

Confluence

Job description

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This role offers an exciting opportunity to work in a fast-paced, commercially driven, growing digital media team. The successful candidate will come from a service desk, development, testing, or network operations background, ideally within the UK Streaming sector, and will be looking to expand into a broader operational role.

What will you be doing?

Your primary responsibilities will focus on the day-to-day operations of the digital team, including but not limited to:

Live Incidents and Issue Management

• Providing technical support for the My5 applications and backend services.
• Logging, prioritising, and tracking all live operational issues.
• Acting as an internal service desk, offering 1st line support to the My5 team and other internal Paramount teams (Customer Support, Product, VOD Operations, Analytics).
• Offering 2nd line support for issues reported by My5 customers via Customer Support.
• Raising issues to third-party support teams and internal departments as needed.
• Owning issues technically through to resolution and closure.
• Keeping live issue tickets updated.
• Providing regular status updates to partners on open issues.
• Proactively investigating and analysing all Channel 5 digital products to identify issues.
• Being a technical point of contact outside office hours on a rota basis, with work during evenings and weekends recouped from standard hours in consultation with senior management.

Change Management

• Participating in Change Advisory Board meetings.
• Supporting scheduling of production and non-production changes.
• Ensuring all changes are fully tested before and after deployment.
• Keeping change ticket statuses current.
• Informing partners about release schedules and progress.
• Supporting the management and implementation of application deployments, configuration changes, infrastructure maintenance, and network/DNS/CDN modifications.

Testing

• Assisting the My5 test team with application and backend service testing as needed.
• Managing and configuring the My5 Test Lab and device inventory.

What are we looking for?

• Attention to detail and analytical problem-solving skills.
• A proactive approach to identifying issues before they arise.
• A strong sense of ownership and team collaboration.
• Self-motivation, high organisation, flexibility, and effective time management.
• Commercial awareness, understanding the impact of technology on business priorities.
• Experience in helpdesk, development, testing, or network operations, aiming for a broader operational role.
• Ability to communicate complex technical issues clearly to non-technical audiences.
• Extensive experience with Jira and Confluence or similar tools.
• Hands-on experience troubleshooting across technologies like video streaming, metadata, DRM, websites, connected TV apps, content management systems, CDN, advertising, and analytics.
• Knowledge of incident and change management processes (ITIL).
• Degree-level education or equivalent in a relevant technical discipline.
• Strong communication skills, both oral and written.
• Knowledge of VOD OTT delivery, AWS cloud solutions, QoS tools (Youbora, Conviva), application monitoring (New Relic), DNS, CDN, firewall rules, content management systems, network analysis tools, and analytics platforms.

Channel 5 is an award-winning public service broadcaster and the UK's third-largest commercial TV station, reaching 75% of UK viewers monthly. The channel offers a diverse schedule of original programmes across various genres, including documentaries, factual, history, natural history, entertainment, sports, scripted programming, current affairs, children's, and news. Channel 5 is part of Paramount Global.