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Webcasting Events Operational Support Engineer - Core Technology Infrastructure

Richmond, Virginia;

Job Description:

Core Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world
  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully
  • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital

Position Summary:

Webcasting Events Operational Support Engineer supporting a global, cross-functional, multi-platform collaboration and webcasting environment. The candidate will be responsible for supporting, monitoring and troubleshooting webcasting and live events application(s) in a production environment.

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
  • Will serve as Primary POC 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.
  • 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
  • Ability to describe issues, escalate, and articulate impact to affected users and leadership as needed

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
  • 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
  • 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.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Core Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world
  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully
  • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital

Position Summary:

Webcasting Events Operational Support Engineer supporting a global, cross-functional, multi-platform collaboration and webcasting environment. The candidate will be responsible for supporting, monitoring and troubleshooting webcasting and live events application(s) in a production environment.

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
  • Will serve as Primary POC 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.
  • 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
  • Ability to describe issues, escalate, and articulate impact to affected users and leadership as needed

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
  • 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
  • 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.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21072876

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Angela Kathmann

Referral Bonus:

0