Content Operations Support Center Manager Job

Posting Job Title:Content Operations Support Center Manager
Requisition #: 156471BR
Posting Location: Broomfield, CO, US
Area of Interest:Information Technology Services
Position Type: Full Time

Posting Job Description

The Time Warner Cable Corporate office currently seeks a Manager, Content Operations Support Center. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Essential Job Functions:

The Content Operations Support Center Manager is responsible for leading a team Engineers in identifying, diagnosing, troubleshooting, and resolving technical issues using surveillance and video systems analysis tools.This position will support video services escalations from Video NOC ' s and Onsite Engineers. The team is responsible for undertaking efforts to proactively prevent problems that affect the normal operation of the TWC video systems and applications. Through analysis this team will prevent recurrence of repetitive issues that impair content sourcing and delivery to TWC customers and distribution networks. The team will participate in knowledge sharing through job aids creation and update process/procedural documentation as related to incident corrections and problem resolution. Content Operations Support Center engineers are responsible for assisting in implementation of new projects/services as required

Specific Job Requirements


- The Content Operations Support Center manager will be responsible for managing the day-to-day escalation/operational needs across Content Operations Systems/Applications to ensure issue resolution and performance targets are achieved.

- The Manager will lead and support the four primary functions of the Content Operations organization: Acquisition, Encoding, Transport, and Delivery.

- The Content Operations Support Center manager will ensure proactive maintenance and analysis activities are achieved in accordance with engineering best practices and documented procedures.

- The Content Operations Support Center is responsible for upgrading, testing, and maintaining content sourcing systems, services applications and delivery systems for nationwide distribution.

- The Content Operations Support Center Manager will be responsible for developing engineering expertise within the team and driving preventative activities to help accomplish company performance objectives.

- The Content Operations Support Center provides support for complex and unique technical issues requiring in-depth evaluation and solutions to achieve system performance metric ' s

- Content Operations Support Center manager applies a high level of critical thinking skills to identify trending content sourcing and delivery systems issues, collecting critical data for necessary escalation into Content Operations Engineering and Development.

- Works closely with the Video NOC and cross-functional engineering teams to identify potential issues and/or opportunities within or related to the customers experience.

- The Content Operations Support Center implements system upgrades and manages configuration of encoder upgrades, satellite receivers, video probes and other content delivery devices in the TWC Network.

- Content Operations Support Center insures the acquisition and distribution of linear and VOD content to the TWC network.

- The Content Operations Support Center Manger will be a management and engineering point of escalation managing resources in a shifted 24x7 environment.

- Content Operations Support Center is a subject matter expert in content sourcing area with strong business acumen.

- Ensure compliance with operational objectives, policies/procedures, work schedules, and reporting metrics. Ensure departmental policies/procedures and documentation accurately reflects the current practices of Content Operations implementing changes/modifications when appropriate.

- Drive operational efficiencies and network performance improvements with proactive issue management and resolution.

General Job Requirements:


- Manager will lead engineering team, maintain, and prevent issues with content acquisition, processing and delivery systems.

- Excellent interpersonal skills with emphasis on verbal/written communication including the ability to present performance feedback effectively and conflict resolution.

- Must have strong leadership skills and be able to remain calm and focused in stressful situations. This includes the ability to maintain order and a methodical troubleshooting approach that is focused on service restoration. It also requires cross-organizational leadership skills that will build healthy relationships and obtain required support through professional and productive methods.

- Thorough understanding of video network architecture, data networking, system operations, and HFC cable systems.

- Possess a high level of knowledge of the UNIX/LINUX OS and be proficient using command line.

- Manager will oversee technical engineers upgrading and maintain TWC Video services, and related video customer facing applications.

- Background in performing and managing resources responsible for implementing video systems a must.

- Familiarity with digital video analyzers, surveillance systems, VOD, satellite receivers, content delivery networks and encoders.

- Ability to multi-task and manage multiple issues, projects, and/or duties simultaneously - including resources, priorities, and timelines. Project management skills and experience highly desired.

- Experience with network monitoring systems (Netcool, Big Brother), ticketing management systems (like Remedy) and video analysis/tools such as Tektronix Sentry, IQ plus.

- Certification (current or past) in areas of expertise such as NCTI, SCTE, CCNA, a plus.

Preferred Qualifications:

- 7-10 years ' experience, in activating, maintaining and troubleshooting video delivery or video applications.

- Hands on operational experience in performing video devices or systems upgrades, activations and in-depth troubleshooting activities.

- 1 to 2 years proven management experience/ability with internal or external direct customer contact in a technical environment - Engineering Technical, Hub, Headend, VOD or Controller Operations, background within a MSO network.

- Experience in supervising technical operations staff in a 24x7 operations environment capacity

Education and Experience:

Bachelor ' s degree (B.A. or B.S.) from four-year college or university; or equivalent training, education and experience.

Supervisory/Managerial Responsibilities:

Manager: Delegates authority to carry out work of a unit to subordinate supervisors or managers

Travel Requirements:

Travel 0-10%

Physical Demands:

The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and a pension plan. Qualified candidates should apply online at www.timewarnercable.com. EOE/M/F/D/V

FCC Unit_TWC: HQ452
Controlling Establishment ID: 00332 - Broomfield Airport Way

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status