Video Support Analyst (Monitoring)

Streaming Operations Analyst

As a member of our team, you are responsible for monitoring and supporting the critical infrastructure systems that help us and our clients run on Content Delivery Networks (CDNs) and Video Streaming platforms. This is an opportunity to work in a global operations department focused on streaming live events. You'll be the primary analyst for customers with the intent of monitoring, alerting and escalating video related issues when observed on various monitoring tools. You'll partner closely with other teams to make our services more reliable each day. This is the job for you if you love to investigate problems, identify trends via charts, work on a team, and think first about the customer's experience.

Responsibilities:

• Monitor client streams using tools such as Conviva to ensure thresholds and alerting have not been breached
• Confirm playback of client streams on applications for video, audio and other metadata requirements
• Work with the systems and network administration teams to resolve complex issues within specific service level agreements
• Responsible for the performance, health, and scalability of Uplynk and the client's infrastructure on a 24/7 basis to ensure company-wide OKR and KPI objects are met
• Create tickets primarily using Service Now and other vendor ticketing systems to escalate to clients and Tier 2 Support teams
• Triage and communicate with several departments to assure resolution of platform related issues
• Provide active updates to the client and Uplynk departments when outages occur utilizing a high proficiency in ticket management and client communications
• Continue to learn and update internal knowledge base of new content and workflow changes as it pertains to the client

Pay Range: $78,000 - $120,000

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io.