Senior 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 the systems used to produce, publish and serve content for a range of BBC platforms.

Key Responsibilities and Accountabilities

•  Use a diverse range of monitoring tools to identify and diagnose complex service impacting issues across a range of technologies and platforms
•  Leads the response to service disruption and supports proactive measures to prevent recurrence.
•  Responsible for studio and broadcast technologies deployed across BBC sites in East Africa.
•  Accurate logging of incidents including technical response and action taken. 
•  Implementing contingency procedures in response to planned or unexpected events.
•  Thorough handover of information across shift changes.
•  Keep informed of operational changes ensuring that individual and team actions are in line with best practice.
•  Good communication skills; Able to explain information to technical and non-technical audiences. This includes communications to large, diverse audiences following incidents and acting as the point of contact for operational management.
•  In the absence of the Team Lead Operations Engineer or the Principle Operations Engineer is accountable out-of-hours for the operational team, management of internal and audience services.
•  Responsible for training and for providing guidance for team members.
•  Provides technical leadership on issues escalation-ed by the operational team.
•  Contributes to efficiency and technical improvements of the operations team.
•  Good problem-solving skills.
•  Provide feedback on team and individual performance.
•  Adaptable and able to operate effectively in changing environments.
•  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

•  Good technical knowledge, including broad understanding of varied and complex systems built on different platforms, from separate components, or deeper specialism in one area.
•  Experience in supporting a wide range of broadcast and production technologies, systems and equipment.
•  Experience of operating within, or demonstrable knowledge of, multi-platform environments.
•  Good problem-solving skills and judgement. 
•  Experience of monitoring and interacting with a range of applications and services.
•  Experience in logging and managing incidents in an operational environment, the typical challenges and good practice.
•  Familiarity with using a range of diagnostic and monitoring tools.
•  Ability to communicate effectively with external providers and internal partners, including senior stakeholders.
•  Troubleshooting and diagnosing defects in complex systems with an appreciation of real-world impact.
•  Able to create, maintain, and enhance supporting documentation for the operations team.
•  Able to prioritise according to service impact and work under pressure.
•  Ability to share knowledge with team members.
•  Able to share skills and develop members of the team.
•  Knowledge of current safety legislation, security policies and statutory requirements relating technical support operations.
•  NVQ level 5 or above in a relevant technical discipline.
•  Knowledge of health and safety standards, approaches, processes and other relevant regulatory requirements.  

Desirable

•  Experience in media and creative environments.
•  Understanding of the principles of network connectivity.
•  Delegation and good interpersonal skills.