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Video Operations Support Analyst - Core Technology Infrastructure

Charlotte, North Carolina;

Job Description:

Responsibilities:

  • Triage application alerts and take appropriate action for resolution.
  • Work with vendors for incident restoral/resolution Work with component support teams (e.g. Data Base, Voice/Data Network and Storage) to coordinate activities for remediation of issues Responsible for Problem Management including root cause analysis
  • Perform housekeeping functions on room systems/ infrastructure (e.g. daily health checks) Provide documentation for operational support (e.g. playbooks, user guides, troubleshooting guides).
  • Work with architecture, engineering and product management teams to measure and monitor call and infrastructure health Monitor capacity and performance Perform post- implementation validation of changes

Required Skills:
  • 3 - 5 years’ experience with cross-platform interoperability in IP Telephony, Multi-Vendor Softphones and Cloud Connectivity to various WebCasting platform services (i.e. ON24, Veracast, OpenExchange)
  • Expertise in audio and video equipment interactions with cloud services
  • Experience managing video conferencing components, platforms, interfaces through telemetry, developing tools a plus.
  • Ability to describe issues, escalate, and articulate impact to affected users and leadership as needed Ability to triage application alerts and take appropriate action for resolution
  • Ability to work with vendors for incident restoral/resolution Ability to work with component support teams (e.g. Data Base, Voice/Data Network and Storage) to coordinate activities for remediation of issues Ability to be primary POC for Problem Management including root cause analysis
  • Ability to perform housekeeping functions on room systems/ infrastructure (e.g. daily health checks) Ability to provide documentation for operational support (e.g. playbooks, user guides, troubleshooting guides).
  • Ability to work with architecture, engineering and product management teams to measure and monitor call and infrastructure health
  • Ability to monitor capacity and performance Ability to perform post- implementation validation of changes Ability to perform housekeeping functions on room systems/ infrastructure (e.g. daily health checks) Excellent communication skills

Desired Skills:

  • BS or BA in engineering or computer science In-depth knowledge on webcasting and live streaming technologies
  • In-depth knowledge and experience with delivery of WebRTC based applications
  • Thorough understanding of complex infrastructure (servers, network, firewalls, applications)
  • Thorough understanding on streaming protocols, voice and video QoS statistics, latency, jitter, packet lost, MOS, frame bit rate, bandwidth.
  • Understanding of optimization technology such as hardware acceleration and virtual machine client plugins.
  • Ability to read and investigate application crash dumps. Knowledge of headset and camera technology, peripheral driver, firmware and features.
  • Knowledge of Splunk, Power Shell, ProcMon, Fiddler, CM, Remedy, Jira and other tools to assist in Root Cause Analysis
  • Proficient in MS Excel and MS Access to assist in data analysis and reporting
  • Proficient in MS PowerPoint to create effective presentations for senior leadership and stakeholders

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Responsibilities:

  • Triage application alerts and take appropriate action for resolution.
  • Work with vendors for incident restoral/resolution Work with component support teams (e.g. Data Base, Voice/Data Network and Storage) to coordinate activities for remediation of issues Responsible for Problem Management including root cause analysis
  • Perform housekeeping functions on room systems/ infrastructure (e.g. daily health checks) Provide documentation for operational support (e.g. playbooks, user guides, troubleshooting guides).
  • Work with architecture, engineering and product management teams to measure and monitor call and infrastructure health Monitor capacity and performance Perform post- implementation validation of changes

Required Skills:
  • 3 - 5 years’ experience with cross-platform interoperability in IP Telephony, Multi-Vendor Softphones and Cloud Connectivity to various WebCasting platform services (i.e. ON24, Veracast, OpenExchange)
  • Expertise in audio and video equipment interactions with cloud services
  • Experience managing video conferencing components, platforms, interfaces through telemetry, developing tools a plus.
  • Ability to describe issues, escalate, and articulate impact to affected users and leadership as needed Ability to triage application alerts and take appropriate action for resolution
  • Ability to work with vendors for incident restoral/resolution Ability to work with component support teams (e.g. Data Base, Voice/Data Network and Storage) to coordinate activities for remediation of issues Ability to be primary POC for Problem Management including root cause analysis
  • Ability to perform housekeeping functions on room systems/ infrastructure (e.g. daily health checks) Ability to provide documentation for operational support (e.g. playbooks, user guides, troubleshooting guides).
  • Ability to work with architecture, engineering and product management teams to measure and monitor call and infrastructure health
  • Ability to monitor capacity and performance Ability to perform post- implementation validation of changes Ability to perform housekeeping functions on room systems/ infrastructure (e.g. daily health checks) Excellent communication skills

Desired Skills:

  • BS or BA in engineering or computer science In-depth knowledge on webcasting and live streaming technologies
  • In-depth knowledge and experience with delivery of WebRTC based applications
  • Thorough understanding of complex infrastructure (servers, network, firewalls, applications)
  • Thorough understanding on streaming protocols, voice and video QoS statistics, latency, jitter, packet lost, MOS, frame bit rate, bandwidth.
  • Understanding of optimization technology such as hardware acceleration and virtual machine client plugins.
  • Ability to read and investigate application crash dumps. Knowledge of headset and camera technology, peripheral driver, firmware and features.
  • Knowledge of Splunk, Power Shell, ProcMon, Fiddler, CM, Remedy, Jira and other tools to assist in Root Cause Analysis
  • Proficient in MS Excel and MS Access to assist in data analysis and reporting
  • Proficient in MS PowerPoint to create effective presentations for senior leadership and stakeholders

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21072746

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Angela Kathmann

Referral Bonus:

0