Associate Principal Engineer - Support Lead - Media Operations

Nagarro; United States; Remote; USD 71,000 - 100,000; Full time

Job summary

Nagarro is seeking a Support Lead for Media Operations to guide a remote Canada-based team handling broadcast scheduling and support workflows. The role requires hands-on experience with IBMS/WHATSOn, strong SQL/PLSQL skills, and experience in a service-d desk environment.

You will lead process documentation, coordinate with stakeholders, and drive incident resolution while maintaining high service levels. A technical, analytical mindset and excellent communication are essential.

Qualifications

• Experience leading a team of Application Support Analysts and working in a Service Desk environment.
• Experience with IBMS/WHATSOn or similar broadcasting scheduling platforms.
• Strong SQL/PLSQL and relational database knowledge (Oracle/SQL Server).
• Proficiency with Service Now, Jira or similar ticketing tools.
• Excellent communication, organizational and analytical skills.

Responsibilities

• Lead a team of Application Support Analysts in a fast-paced, remote environment.
• Manage incident resolution workflows and ensure timely escalation.
• Collaborate with stakeholders to document processes and create clear reports.
• Improve service delivery with strategic thinking and leadership.
• Oversee enterprise reporting and scheduling-related tasks.

Skills

Team leadership

SQL/PLSQL

IBMS/WHATSOn

Broadcast scheduling

ServiceNow/Jira

Documentation

Communication

Analytical skills

Education

Undergraduate degree

Tools

ServiceNow

Jira

PowerPoint

Visio

Business Objects

Crystal Reports

Job description

Company Description

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work on a scale across all devices and digital mediums, and our people exist everywhere in the world (18000 plus experts across 40 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Job Description

Role – Support Lead - Media Operations
Location - Remote Canada
Employment Type – Fulltime / Contractor

Job Overview:

• Experience with Operative's Integrated Broadcast Management System (IBMS), or MediaGenix's WHATSOn or other distribution and scheduling software is a mandatory requirement for this role.
• Experience leading a team of Application Support Analysts -Working knowledge of the Windows operating environment.
• Competency in relational database structures, particularly SQL and Oracle PL*SQL.
• Experience in Service Desk environments and IT ticket resolution workflows -Experience with Service Now, Jira or other ticket management software.
• Experience with process documentation and process documentation tools (such as PowerPoint and Visio).
• Excellent analytical, communication (both verbal and written), facilitation/organizational skills.
• Very strong results with people and thought leadership skills.
• Strategic, innovative thinking and vision.
• Strong business acumen.
• Excellent analytical skills.
• Excellent organizational skills with particular attention to detail.
• Ability to work independently in a fast-paced environment.
• Ability to learn new skills and concepts quickly.
• Experience with enterprise reporting environments such as Business Objects, Crystal reports a plus.

Qualifications

Must have Skills :

• Minimum 10 years of experience.
• MediaGenix's WHATSOn, Media Industry, Scheduling Platform, Integrated Broadcast Management System (IBMS).

Good To Have Skills:

• Integrated Broadcast Management System (IBMS).
• Experience in the Media industry is a plus.
• Solid understanding of technology.
• Undergraduate Degree should be fine.
  

Additional Information

Disclaimer: Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status.