Master Control Operator (MCO)

Description

The MCO in the Amagi Managed Services (AMS) MCR is responsible for maintaining continuity of linear and live services. As part of the team, the MCO plays a crucial role in delivering top-notch service to customers. Effective communication, drive, and attention to detail from the MCO are essential for AMS's success as a customer-focused managed service provider.

The MCO is responsible for providing high-quality service to Amagi customers, with experience in live operations and a strong understanding of live operational workflows. The MCO collaborates with Amagi teams, customers, and partners to ensure the delivery of exceptional service

Key Result Areas:

Monitoring and Service Management: Ensuring a fault-free service for customers by following documented Standard Operating Procedures (SOPs).

Operational Support: Providing first-line support for NOC equipment and systems, implementing redundancy measures to maintain service during faults or breakdowns.

Incident Management: Handling fault recovery, communicating resolutions to customers and internal teams, and following escalation procedures.

Technical Coordination: Collaborating with service providers and external parties during service-impacting situations and emergencies.

Incident Review: Contributing to incident reviews and recommending changes to systems or operational procedures when necessary.

Continual Improvement: Attending meetings to discuss operational matters and suggesting improvements.

Security Compliance: Maintaining a secure work environment according to Amagi policies to protect individuals, information, and company assets.

Role Specific Skills Required:

Effective troubleshooting skills.

Drive for continuous improvement

Ability to prioritize own workload as well as the team’s workload

Possess good interpersonal skills

Possess good problem-solving skills

Be a team player

Able to work well under pressure and to adhere to strict deadlines

Very organized and accurate with attention to detail

Have the ability to work unsociable hours

Desire to expand technical knowledge of Amagi services

Desire to progress career within the company and build on learned skills and abilities

Logical and analytical problem-solving skills.

Ability to analyze upcoming workloads, arranging and prioritizing tasks, as necessary.

Strong time-management skills.

Requirements

Essential Qualifications/Experience

5 years experience working as a Master Control Operator within a MCR or NOC

Demonstrable through knowledge – Broadcast/streaming workflows and distribution of services via Cloud architecture through to global platforms.

Spanish proficiency

Desirable Qualifications and Experience

Diploma or equivalent

Commercial awareness of broadcast technologies and consumer trends

Knowledge of Broadcast operations and associated technology as applied to broadcasting & streaming

Understanding of Service Management frameworks & disciplines

Benefits

Health/Medical, Dental, and Vision coverage

401(k) Retirement with matching program up to 4%.

Paid Time Off - 4 weeks of vacation in addition to 12 Holidays and Personal Leave time.

Paid Parental Leave for both mothers and secondary caregivers.

Paid "Pawternity" Leave for primary caregivers when a new pet has joined the family or fallen ill.

Flexible Spending Accounts (FSA)

Life, AD&D, and Disability Insurance

Employee Assistance Program (EAP)

Sabbatical option after five years of service - up to 3 months

Amagi is an equal opportunity employer and does not discriminate against applicants based on their gender, marital status, race, religion, color, age, capacity to work, sexual orientation, or status as a protected veteran.”