Operations Engineer at BBC Media Action

Job Purpose

• The role works as part of a shift-working team providing 24 hour operational support, incident management and stakeholder communication for a range of BBC platforms and services.

Key Responsibilities and Accountabilities

• Use a diverse range of broadcast and production monitoring tools to identify and resolve complex service impacting issues across a range of technologies and platforms.
• Initiate response to service disruption and support proactive measures aimed at preventing recurrence.
• Provide user and desktop support to users working in BBC sites and remotely. 
• Accurate logging of incidents accurately including technical response and action taken.
• Implementing contingency procedures in response to planned or unexpected events.
• Handover of incident and information across shift changes.
• Keep informed of operational changes ensuring that actions are taken in line with best practice.
• Good communication skills; Able to explain information to technical and non-technical audiences.
• Ensure the Health and Safety at Work Act, Working Time Directive and other workplace legislation is observed; responsible for ensuring risk assessments are completed, appropriate and meet BBC standards; responsible for ensuring appropriate method statements are reviewed and fit for purpose. 

Knowledge, Skills, Training & Experience
Essential

• Broad technical knowledge, including understanding of complex systems built from separate components. 
• Experience of operating within, or demonstrable knowledge of, multi-platform environments.
• Experience with IT networks including LANs and WANs
• Experience or knowledge of monitoring and interacting with a range of applications and services.
• Experience in supporting a wide range of broadcast and production technologies, systems and equipment.
• Experience of logging and managing incidents in an operational environment.
• Familiarity with using a range of diagnostic and monitoring tools.
• Ability to communicate effectively with external providers and internal partners.
• Troubleshooting and diagnosing defects in complex systems.
• Able to create supporting documentation.
• Able to prioritise according to service impact and work under pressure.
• Awareness of current safety legislation and statutory requirements relating to IT including Electricity at Work
• Ability to share knowledge with team members.
• Knowledge of health and safety standards, approaches and processes and other relevant regulatory requirements.

Desirable

• Problem solving methodologies.
• Knowledge of ITIL support model.
• Experience in media and creative environments.
• Knowledge of best practice in IT security policies, standards and procedures.