Vfx Quality & Workflow Specialist

Buscojobs; Maharashtra; On-site; INR 12,00,000 - 18,00,000; Full time

Job summary

A leading entertainment service is seeking a Technical Research Specialist to manage incidents in customer support. This role demands strong analytical and interpersonal skills to drive improvements and resolutions in collaboration with various teams. Key responsibilities include handling major incidents, coordinating with engineering teams, and delivering customer insights. Candidates should possess a solid background in IT service management and incident resolution.

Qualifications

• 5+ years of experience in IT service management or technical support.
• Knowledge of incident management frameworks and tools.
• Experience as major incident commander in complex organizations.

Responsibilities

• Manage and coordinate major incidents impacting Netflix products.
• Deliver timely updates to stakeholders during incidents.
• Conduct post-incident reviews and identify improvement opportunities.

Skills

Analytical skills

Customer Service Focus

Problem-solving

Interpersonal Skills

Technical proficiency

Education

ITIL Foundation Certification

Tools

SQL

JIRA

Confluence

Google G Suite

Zendesk

Job description

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Technical Research Specialist

Job Requisition ID

JR34052

Teams

Customer Service

Work Type

Onsite

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The Technical Research team sits within Customer Experience Operations (CXO) under the CS organization. The team is responsible for managing technical issues escalated through our customer support channels and works closely with Netflix Engineering teams to address member-impacting technical issues and troubleshooting steps.

We seek an individual passionate about driving improvements and resolutions, someone who thrives on solving puzzles with good attention to detail and is customer-obsessed. Your ability to exercise sound judgment, independent of set policies, is crucial. As a Technical Research Specialist, you’ll leverage your strong Netflix product knowledge, curiosity, and excellent judgment to identify and help bring improvements in the Netflix product and Customer Support platform. This involves investigating escalated complex issues and managing critical incidents. Your role extends to influencing and advocating for technical issues affecting Netflix Members, Partners, and the Customer Service network. Collaborating with the Product, Engineering, and Partnerships organizations, you’ll ensure prompt issue resolution and contribute to feature improvements.

In addition to technical proficiency, success in this role hinges on critical thinking, analytical skills, and strong interpersonal abilities with stakeholders, cross-functional teams, and global peers. The ability to derive valuable insights from the Customer Service data and member experience is central to this role. Thriving in an innovative culture that values autonomy, embraces evolution, and prioritizes effective communication is essential. The Netflix culture is ingrained in our work environment, influencing hiring, collaboration, and decision-making. Adapting to and embracing this culture is pivotal for the success in this role.

This position requires on-call responsibilities to support critical incident management outside of standard business hours; flexibility is expected.

Core Responsibilities:

Serve as CS primary contact for managing and coordinating major incidents and outages impacting Netflix Product, Services and CS Tools.

Collaborate with relevant engineering teams to ensure swift incident resolution or mitigation and minimize disruptions on members and CS agents.

Deliver timely and accurate incident updates to stakeholders.

Perform incident triaging, proper categorization, and prioritization.

Initiate an immediate incident response protocol to coordinate with the relevant Engineering teams for resolution.

Consolidate and communicate critical insights on business impact, member experiences, and relevant CS insights to technical teams.

Conduct post-incident reviews, incident trend analysis, and reporting activities to identify opportunities for improvement to the incident response protocol.

Build a broad understanding of Netflix product and service inter-dependencies.

Apply systems analysis techniques to internal services at Netflix, including effectively using SQL queries, alerting around key performance indicators, and creating visualizations to establish clear baselines on product complexity and prioritization.

Optimize efficiency and minimize customer impact by identifying emerging trends through various datasets and visualizations.

Drive process, tool, service delivery, and solution improvements that enable effective troubleshooting and remediation (including diagnostics)

Serve as the touchpoint for complex technical and product-based questions, escalated issues, and major incidents from our BPO partner.

Contribute to improving escalation and incident management processes, protocols, dashboards, and run-books.

Qualifications:

5+ years of prior experience in IT service management, technical support or similar roles, demonstrating proficiency in customer service, major incident management, and technical issues investigation.

Solid experience with incident management and problem management frameworks and tools.

ITIL (Information Technology Infrastructure Library) Foundation certification is preferred.

Proven track record of managing critical incidents in a fast-paced environment.

Strong analytical skills for evaluating complex situations and generating key insights.

Strong ability to lead and direct teams during critical incidents while remaining calm and focused in high-pressure situations.

Experience in performing service management roles, particularly as a major incident commander in large, complex organizations with a global footprint.

Knowledge of best practices, procedures, and tooling in event and incident management and IT service principles and framework (e.g., ITIL).

Proficiency with tools such as Google G Suite, JIRA, Confluence, Kibana, Pagerduty/Opsgenie, Tableau, Zendesk, SQL, or other business analytics tools.

Have a relentless focus on customer service alongside deep technical expertise.

Excellent verbal and written communication skills and the ability to effectively communicate complex subjects to technical and non-technical audiences at all levels.

Demonstrated leadership capability is a big plus, with a good track record of effectively guiding teams and initiatives to enhance work efficiency, prioritize tasks, and ensure alignment with overall team goals.

Ability to debate effectively while using data as the basis of argument.

Ability to collaborate effectively and be a strong team player.

Nice to have

Hands-on SQL and /or data analysis, navigating datasets experience

Familiarity with AWS or cloud-based solutions

Familiarity with Python, Java, and other coding languages

Familiarity with Streaming tech support

Familiarity with Billing or Payment lifecycle

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversitybuilds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.