Senior Production & Technology Support Engineer (Remote)

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.

Here you can be your authentic self. 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 remote position requires availability 24x7x365 and on- call participation in a 4 – 6-week schedule rotation (rotation subject to change based on business needs), and being available to work until midnight or overnight shifts as required.

Responsibilities:

• 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
• Responsible for the upkeep of Avid iNews, Data Receivers, MOS Gateways confirming that equipment used in the live production process works properly
• Monitor and resolve incoming user issues (tickets and/or emails and/or calls) and provide hands-on L1 through L3 (depending on which application) 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
• Immediate response to application and infrastructure/platform monitoring, escalating to the appropriate group when required staying in alignment with set SLAs
• Performs routine system updates, security patching, collaboration with various tech teams regarding planned maintenance, and provides on call 24x7x365 on-call coverage
• Communicate and escalate issues to L3/L4 support, leadership, and other teams as needed
• Works with external providers to resolve technical and workflow issues with provided equipment and systems
• Owns outage response, management, resolution, and root cause analysis
• Incident, Service, Knowledge & Change Management
• Escalation for localized and enterprise systems, accountable for problem resolution
• Implements gathering and utilization of metrics to measure accomplishments and monitor progress, ensuring SLAs are met and business partners are satisfied with their support experience to measure accomplishments and monitor progress
• Contribute to process improvement ideas and support innovation
• Establish subject matter expertise for all applications and workflows
• Regulates, documents and implements Standard Operating Procedures (SOPs)
• Researching and documenting production issues or potential on-air discrepancies- providing detailed write-ups of occurrences resulting in potential outages or degraded performance
• Communicating both problems and solutions to technical and non-technical personnel alike and will help develop new processes, technologies, and techniques, which will help to improve the running of a live, on-air shows
• Assist and collaborate with the development team in validating new platform software releases
• Identify bugs and workflow gaps through operational testing
• Passionate about the production process, excited by new tec