Live Operations Associate

About the team

At Roku, the live streaming operations team is dedicated to delivering high-quality, seamless experiences for a diverse range of live events. With a focus on innovation and efficiency, the team collaborates closely with internal partners and clients to manage the complexities of live production, ensuring each event runs smoothly. As the demand for live streaming continues to rise, the team is rapidly expanding, embracing new technologies and developing automated solutions to streamline operations. Committed to excellence, they strive to set new standards in live streaming support and service delivery.

The ideal candidate must be knowledgeable and experienced with live streaming event management and monitoring and should be highly organized and be able to think on their feet during high profile live events.

About the role

In this role, you will collaborate with multiple internal teams and content partners to meticulously organize schedules for upcoming live events. You’ll provide operational support for several concurrent live streaming events, ensuring a seamless experience for Tier-1 customers. As the primary point of contact for many high-profile events, you’ll coordinate tasks between production teams and service partners, and direct support engineers to deliver top-quality experiences. You will also engage with senior engineers to resolve high-severity issues, prioritizing immediate mitigation while investigating root causes. Additionally, you will create detailed event reports for leadership, contribute to the development of automation tools to enhance operational efficiency, manage customer communication to uphold service agreements, and support the training of new staff as the team expands.

What you will be doing

• Work with multiple internal teams and content partners to organize schedules for upcoming live events.
• Provide operational support for multiple concurrent live streaming events.
• Be the sole owner of many Tier-1 live events for our customers making sure they have the highest quality experience.
• Be detailed oriented in organizing tasks between production, service partners, and directing other support engineers during live events.
• Work with senior engineers and other teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes.
• Deliver event reports to the Live Operations leadership team.
• Aid in the development and testing of operational tools that improve efficiency through automation.
• Customer notification and workflow coordination with follow-up to maintain service level agreements.
• Assist in the training of new Live Event staff as the team grows.

We're excited if you have

• The ability to conduct business in multiple languages, specifically English and Portuguese. When submitting your application for this position, please upload an English version of your Resume
• 3+ years of experience in the digital media space, ideally working with businesses of different sizes
• 3+ years working in the live online video ecosystem, with strong fundamentals in signal acquisition (via satellite downlink and fiber circuits) and live video workflows using SCTE markers.
• Strong communication skills and the ability to identify, prioritize and track critical paths to problem resolutions.
• Hands-on knowledge in managing Linear Programming Schedules, Linear or Broadcast EPG and monitoring and troubleshooting basic CDN issues.
• Understanding of metadata concepts and feed formats (XML, JSON).
• Experience leveraging advanced Excel skills and working in custom CMS tools superb communication skills - verbal, written, and presentation with ease and fluidity between technical and business topics.
• Working cross functionally with internal technical and business groups.
• Self-organized with a structured thinking approach to problem solving.
• Knowledge of OTT and live streaming platforms and technology.
• Bachelor's degree qualification in Business, Engineering or related discipline required.
• Self-motivated individual who takes ownership and is a highly collaborative team player.
• Able to work hours that may change from week to week and may include weekends and nights.
• An understanding of DAI/ SSAI Tech and experience working with cloud based live streaming technologies is a plus.
• Understanding of DRM and other content protections schemes is an advantage.
• Exposure to live events such as premier sporting events, fashion shows and music concerts.

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