Infrastructure Sr Supervisor

Infrastructure Sr Supervisor Location(s): Heredia, Provincia de Heredia, Costa Rica Job Type: Hybrid Discover your future at Citi Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact. Job Overview Will be responsible for leading the technical execution, operational support, and continuous optimization of live streaming services, corporate webcasts, and large-scale global virtual events (such as executive Town Halls). This role requires a hybrid profile with solid experience in broadcast video engineering, enterprise network infrastructure (eCDN), and event management under pressure, ensuring high availability, security, and an excellent Quality of Experience (QoE) for thousands of concurrent viewers worldwide. Key Responsibilities 1. Event Execution & Streaming Operations Plan, configure, and monitor end-to-end live broadcasts for high-visibility global and regional corporate events. Operate and manage Enterprise Video Content Management (EVCM) platforms, such as Vbrick Rev, Qumu, Kaltura, or similar. Configure and manage hardware and software encoders (e.g., Haivision, Teradek, OBS Studio, Wirecast, vMix) using modern transport protocols (RTMP, SRT, HLS, DASH). Coordinate the integration of audio and video feeds from physical studios, videoconferencing rooms (Zoom, MS Teams, Webex), and remote production systems. 2. Infrastructure & Distribution Engineering (eCDN) Collaborate closely with Network Engineering and Information Security teams to ensure efficient video delivery across the corporate network. Configure, monitor, and optimize eCDN (Enterprise Content Delivery Network) and Peer-to-Peer (P2P) solutions such as Hive Streaming, Kollective, or Ramp. Analyze bandwidth impact on local networks (LAN/WAN/Wi-Fi) at global offices during large-scale events, applying QoS (Quality of Service) policies and rate limiting (throttling) when necessary. 3. Technical Support & Incident Management (Tier 2/3) Act as an advanced technical point of contact (Tier 2/3) for real-time troubleshooting during live broadcasts (e.g., buffering, audio/video desync, authentication failures). Conduct detailed Post-Event Reviews, utilizing QoE and QoS metrics to identify network bottlenecks or platform failures, proposing corrective action plans. Manage the lifecycle of incidents and problems related to media infrastructure, logging and tracking tickets with external vendors and internal IT teams. 4. Continuous Improvement & Governance Develop, update, and maintain operational runbooks, Standard Operating Procedures (SOPs), and technical architecture documentation. Evaluate new streaming technologies, AI applied to video, automated captioning, and accessibility tools for inclusion in the global portfolio. Deliver technical training to local support teams and regional event operators. Requirements and Qualifications Required Experience Minimum Experience: 3 years of proven experience in media technology operations, broadcast engineering, corporate videoconferencing support, or administration of enterprise-scale video streaming platforms. Previous experience in large multinational corporate environments (preferably in the financial or technology sector). Essential Technical Knowledge Streaming Protocols: RTMP/RTMPS, SRT, HLS, DASH, RTSP, and WebRTC. Video/Audio Codecs: H.264 (AVC), H.265 (HEVC), AAC, Opus. Enterprise Video Content Management (EVCM) Platforms: Vbrick, Qumu, Panopto, Kaltura, or Microsoft Stream. Networking & Distribution: TCP/IP concepts, DNS, Firewalls, Multicast/Unicast, eCDN (Hive, Kollective, Ramp), and public CDNs (Akamai, Cloudflare). Collaboration Tools: Advanced video integration with Zoom (Zoom ISO/Rooms), MS Teams (Live Events/Town Hall), and Webex. Operating Systems & Monitoring: Familiarity with Windows, macOS, Linux, and network traffic analysis tools (Wireshark, Charles Proxy). Soft Skills Working Under Pressure: Exceptional ability to stay calm, make quick decisions, and resolve critical technical issues in real-time during live events. Communication: Excellent verbal and written communication skills to interact with executive stakeholders, business partners, and global technical teams. Organization: Strong time management, project planning, and attention to detail. Global Collaboration: Ability to work multiculturally with distributed teams across different time zones. Education: Bachelor’s/University degree or equivalent experience Languages: English: Mandatory fluency (written and spoken) for daily meetings, documentation, and global support. Job Family Group: Technology Job Family: Infrastructure Time Type: Full time Most Relevant Skills Please see the requirements listed above. Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster. #J-18808-Ljbffr Citi