Job Purpose
The role works as part of a shift-working team providing 24 hour operational support, incident management and stakeholder communication for a range of BBC platforms and services.
Key Responsibilities and Accountabilities
Use a diverse range of broadcast and production monitoring tools to identify and resolve complex service impacting issues across a range of technologies and platforms.
Initiate response to service disruption and support proactive measures aimed at preventing recurrence.
Provide user and desktop support to users working in BBC sites and remotely.
Accurate logging of incidents accurately including technical response and action taken.
Implementing contingency procedures in response to planned or unexpected events.
Handover of incident and information across shift changes.
Keep informed of operational changes ensuring that actions are taken in line with best practice.
Good communication skills; Able to explain information to technical and non-technical audiences.
Ensure the Health and Safety at Work Act, Working Time Directive and other workplace legislation is observed; responsible for ensuring risk assessments are completed, appropriate and meet BBC standards; responsible for ensuring appropriate method statements are reviewed and fit for purpose.
Knowledge, Skills, Training & Experience
Essential
Broad technical knowledge, including understanding of complex systems built from separate components.
Experience of operating within, or demonstrable knowledge of, multi-platform environments.
Experience with IT networks including LANs and WANs
Experience or knowledge of monitoring and interacting with a range of applications and services.
Experience in supporting a wide range of broadcast and production technologies, systems and equipment.
Experience of logging and managing incidents in an operational environment.
Familiarity with using a range of diagnostic and monitoring tools.
Ability to communicate effectively with external providers and internal partners.
Troubleshooting and diagnosing defects in complex systems.
Able to create supporting documentation.
Able to prioritise according to service impact and work under pressure.
Awareness of current safety legislation and statutory requirements relating to IT including Electricity at Work
Ability to share knowledge with team members.
Knowledge of health and safety standards, approaches and processes and other relevant regulatory requirements.
Desirable
Problem solving methodologies.
Knowledge of ITIL support model.
Experience in media and creative environments.
Knowledge of best practice in IT security policies, standards and procedures.
Apply via :
careers.bbc.co.uk
