Sr Production & Tech Support Engineer

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

As a member of NBCUniversal’s Production Software Engineering (PSE) team, the primary purpose of the Senior Production & Technology Support Engineer is to provide support for NBCUniversal’s virtualized production infrastructure and applications critical to on-air production, custom built software, and infrastructure. This role will be responsible for providing L1 through L3 support (depending on which application) for our 24x7x365 applications used in newsrooms, studios, control rooms, and the field across NBCU.

This role encompasses a focus on virtualized production infrastructure and production software critical on-air applications, requiring hands-on 24/7/365 support for application infrastructure and collaborating with cross-functional teams and 3rd party vendors to enhance and optimize technology for a major television network. The position requires weekday, weekend, and holiday shifts, as live on-air operations run continuously, with weekends and holidays treated as standard workdays

Responsibilities:

• Provide Support to Virtualized Productions and Production Software Applications
  • Support live programming for NBCU Local, MSNBC, CNBC, TODAY, Nightly News, Dateline, Telemundo, and other NBCU shows and networks
  • Responsible for the support of live production operations within the facility for on-air production
  • Respond to and resolve reported issues from users and L1 using best practices to ensure production reliability.
  • Communicate and escalate issues to L3 support & engineering managers as needed.
  • Passionate about the production process, excited by new technologies and opportunities and ready to help develop and improve the existing process and infrastructure.
  • Self-directed ownership of tasks and assignments
  • Able to provide adequate status updates to senior and executive leadership communicating both problems and solutions to technical and non-technical personnel alike to help develop new processes, technologies, and techniques, which will help to improve the funning of live on air shows and productions
• Validation of Software Deployments:
  • Assist and collaborate with the development team in validating new platform software releases.
  • Identify bugs and workflow gaps through operational testing.
• Documentation and Workflow Development:
  • Identify and resolve gaps in documentation.
  • Create Standard Operating Procedure (SOP) documents for efficient issue resolution for use by technical operations and other support staff to resolve issues efficiently. Regulates, documents and implements Standard Operating Procedures (SOPs)
  • Create new SOPs and operational guidelines and train others in these SOPs, issue resolution, and recovery
  • Researching and documenting production issues or potential on-air discrepancies- providing detailed write-ups of occurrences resulting in potential outages or degraded performances
•  Application Support:
  • Monitor incoming user issues (tickets and/or emails) and provide hands-on  application support and troubleshooting for 24x7x365 virtualized productions and production software applications, escalating to the appropriate group when required staying in alignment with set SLAs
  • Collaborate with cross-functional teams to define support SOPs and create /define playbook documentation. Including 3rd