Job Title: Media Management Operative
Division: Future Media (FM)
Department: (OTG) Online Technology Group, Service Operations
Base: Broadcast Centre, West London
Future Media (FM) Online Technology Group is responsible for the provision, management and technical support for the systems, distribution infrastructure and applications that enable the award winning bbc.co.uk website including News, Sport, iPlayer, Mobile and Interactive Television (red button) services. We offer you the chance to work on services that push the boundaries of Digital Britain and ask you to give us a fresh perspective on our current technologies and processes. This role is shift based to reflect the 24x7 nature of the operational work, which includes some night shifts
Our processes are based around the ITIL (IT Infrastructure Library) framework and we are implementing and tuning the tools and processes to ensure that systems and services are managed and maintained effectively. The key priority is to manage the delivery of audio and video content to the web site and other on-line products.
Aims of the role
The aim of this role is to manage the media being delivered through the BBC’s Media Factory product. Media Factory processes audio and video from scheduled and non-scheduled outputs to be available on demand on all its outputs eg iPlayer and other BBC online outputs both static and mobile. There is also a live simulcast component to Media Factory.
There is a requirement to manually trim and quality-check some output before re-publishing and to deal with editorial queries and availability. There is also a responsibility for compliance processing, media replacement and revocation of rights.
There is a requirement to up-date the support documentation for the processes involved in managing the workflows.
These services are 24 hours x 365 days. The work is part of an end-to-end business support process for the AV systems and associated applications.
To be part of a team providing operational support for the industry leading applications used to deliver BBC Online services.
To liaise with editorial stakeholders on all content related issues
Ensuring the availability of the BBC’s online media delivery services through continuous system and application monitoring.
Ensuring the availability of iPlayer and iPlayer Radio ‘on-demand’ content including end-to-end support for media ingest, transcoding and delivery.
Ensuring the availability of the BBC’s simulcast Radio and TV streams.
Ensuring all incidents are logged accurately, managed and escalated as appropriate.
Ensuring efficient diagnosis, prioritisation and resolution of incidents impacting live services.
Implementing appropriate contingency procedures in response to planned or unexpected events.
Ensure efficient and appropriate communication to key stakeholders through incident lifecycles.
Ensuring continuity of information about incident through shift changes.
Collaborate with the wider FM teams including developers and producers to ensure best operations practice and effective tooling.
Required Knowledge & Experience
Ability to understand complex systems built from many separate software and hardware components
Experience of encoding and transcoding technologies for video and audio
Experience in using software tools to manage incidents
Experience in working closely with demanding customers to resolve faults coupled with effective communication skills (internal customers and third party organisations)
Experience in creating support documentation
Some experience in media and creative environments
Desirable Knowledge & Experience
Experience of basic video content editing and publication
Experience of managing media availability, including third party revocation
Experience of digital media distribution and working with content delivery networks
Experience in logging and managing incidents in an operational environment, working within agreed SLAs and KPIs
Knowledge of cloud computing methodologies
Knowledge of web application architecture
Knowledge of Internet connectivity technologies
Knowledge of adaptive bitrate streaming technologies e.g. HLS and HDS
ITIL practise and processes
Problem solving methodologies
The following competencies (behaviours and characteristics) have been identified as key to success in the job. Successful candidates are expected to demonstrate all of these competencies:
Ability to simplify complex problems, processes or projects into their component parts. Can explore and evaluate them systematically, can identify causal relationships and construct frameworks for problem solving and/or development.
Ability to identify objectives and take responsibility for making rational decisions, rendering judgements and taking action following the logical evaluation of the facts.
Can maintain personal effectiveness by managing own emotions in the face of pressure, set backs or when dealing with provocative situations. Can demonstrate an approach to work that is characterised by commitment, motivation and energy.
Influencing and Persuading
Ability to present sound and well-reasoned arguments to convince others. Can draw from a range of strategies to persuade people in a way that results in agreement or behaviour change.
The ability to get one’s message understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information.
Dealing with confidential information, Clear understanding of the data protection act.
Confidential information must be respected and must only be disclosed for legitimate BBC purposes. It must never be disclosed for personal gain to a customer, competitor or any other media agency.
Able to build and maintain effective working relationships with a wide range of people.
Concern for Results
Demonstrates a pro-active approach and shows concern to work effectively or to compete against a standard of excellence. This may be an individual’s own past performance, an objective measure, the performance of others, goals etc.
Planning and Organising
Ability to think ahead to establish an efficient and appropriate course of action for self and others. Prioritises and plans activities taking into account all the relevant issues such as deadlines, staffing and resource requirements. Proactive approach to continuous improvement
Pragmatic approach to problem solving, recognising the need to fix high-profile issues quickly while implementing root cause analysis to identify and solve underlying trends which may cause recurrence of problems. This is a live 24/7 environment.
Living the BBC Values
Sets high standards for the world’s most trusted broadcaster, demonstrates a passionate commitment to the BBC’s brand values and keeps up to date with public opinion, admits mistakes when we make them and takes appropriate action, takes responsibility for building trust in the BBC.
(A job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved).