Roles and Responsibilities

• Assign work and cases to VOD Service Desk team members and ensure tasks are completed within SLAs.
• Maintain active oversight of multiple case tickets, ensuring no details are overlooked.
• Perform quality analysis of tasks completed by team members, ensuring high standards.
• Suggest, implement, and refine workflow improvements for the team.
• Provide feedback, coaching, and performance improvement plans to team members to foster growth and enhance performance.

Required Knowledge & Skills

• In-depth knowledge of VOD industry metadata standards (CableLabs, MovieLabs).
• Solid understanding of video/audio codecs, container formats, and the VOD delivery and processing pipeline.
• Proven ability to troubleshoot VOD assets, including video/audio issues, encoding problems, and streaming errors.
• Strong analytical skills to identify root causes and triage issues effectively across platforms.
• Experience with content management systems and data analysis (dashboards, Excel). Familiarity with IBM Aspera for file transfers.
• Proficient in XML, JSON, and other text-based data formats; ability to decode and analyze XML files.

Preferred Qualifications

• Experience working with global VOD platforms or in a fast-paced streaming environment.
• Strong communication skills with the ability to mentor and guide team members.
• Familiarity with streaming technologies and platforms.

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