Senior Production & Technology Support Engineer (Remote)

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.

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 technologies and opportunities and ready to help develop and improve the existing process and infrastructure.
• Self-directed ownership of tasks and assignments
• Able to provide adequate status updates to senior leadership

Basic Requirements:

• A user-focused individual who is a technically curious, a hands-on troubleshooter adept at prioritizing issues and working under the pressure of an on-air deadline will thrive in this environment. Experience within a News or Television Production Environment / Media & Entertainment and a thorough understanding of Avid iNews (or similar newsroom control systems), MOS Gateways, video playback, and on-air graphics workflows are required
• 5+ years of active, hands-on experience providing L2/L3 technical support working with specific products in the team's tech stack (Windows, Linux, AWS, broadcast specific equipment such as Avid MediaCentral Newsroom Management (iNews), various Teleprompters, MOS devices, on-air graphics, video playback, and other production control room devices
• Experience troubleshooting a broad range of applications, including those that are large-scale and mission-critical, desktop & mobile operating systems, browsers, etc.
• Must have experience working directly with software development teams in a Continuous Delivery and SDLC environment
• Knowledge of a broad range of enterprise technologies
• Ability to review and interpret application, infrastructure, and service logs
• Basic knowledge of AWS services (IAM, EC2, RDS, S3, etc.)
• Knowledge across cloud providers (AWS, Azure, GCP)
• Knowledge of NoSQL data stores (MarkLogic, MongoDB, Cassandra, DynamoDB, Couchbase, PostgreSQL, etc.)
• Fluent in Microsoft Office applications, including Outlook, Teams, Word, Excel, etc.
• Demonstrated self-starter that can work independently and as a part of a cross-functional team
• Proven excellent analytical thinking skills, esp. in the realm of complex system troubleshooting and translating data to solve problems
• Understands system-to-system connections for data flow processes
• Familiar with the sequence of development tasks with designing, developing, testing, scanning and deploying software
• Must be willing to work and/or be on-call evenings, overnights, weekends, holidays with little or no notice in support of 24x7x365 critical system availability
• Ability to effectively speak and present to the C-level Suite
• Ability to find creative workarounds to problems that do not have immediate resolution
• Troubleshoot and resolve user, hardware, and software issues
• Creation of documentation of systems and procedures
• Proficient in Agile, Github, and ITSM tools like ServiceNow
• Must have experience with Avid iNews or any other news control system
• Must be flexible and adaptable to changing requirements and schedules

Desired Characteristics:

• Possess strong hands-on, problem-solving skills with broadcast-related equipment and systems, with the ability to meet deadlines, and with an understanding of the urgent and dynamic needs of an "On-Air" broadcast facility
• Excellent oral and written communication skills
• Extremely responsive and organized, letting nothing fall through the cracks
• Solves problems quickly and automates processes for the future
• Vendor Management
• Familiarity in configuration & support cloud-based media production solutions
• Familiarity with networking design

Additional Requirements:

• Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee's residence.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $95,000 - $120,000

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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