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Shift Leader, Service Management Center

Requisition Number:  13134
Contract Type:  Permanent
Location(s): 

Munich (Unterföhring), DE

Shift Leader, Service Management Center
Germany - Unterföhring

 

 

ROLE DESCRIPTION SUMMARY

You will have the full operational responsibility for all managed services in the MCR  (Master Control Room) during the respective shift schedule. You will organize the working processes during the shift hours to ensure that the provided services running efficiently without interruption. In addition, you have responsibility for the incident management and the fault reporting process . The Shift Leader is the primary point of contact for internal stakeholders as well as external customers in case of interference.

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • Incident management - provide 24/7 escalation support for all matters relating to service delivery and major incident management in the Munich MCR managed services
  • Ownership of incident ticekts and escalation processes until resolution including coordination with in-house engineers and 3rd parties following the internal escalation matrix
  • Manage the onboarding and the off boarding of new services within your scope of responsibility
  • Supervise the day-to-day operational activities in the MCR, including distribution of workload between the operational workstations
  • Provide communication interface between the operational departments and internal & external customers and suppliers
  • Follow and ensure Customer Service methods & standards
  • Provide communication interface between the departments and internal & external customers and suppliers
  • Communicate, coordinate and monitor technical maintenances related to customers and providers within your scope of responsibility
  • Plan, configure, test and execute Live activities in the Playout
  • Operational reporting for big events and ensure closure while maintaining a detailed record of the problems and methods to solve them
  • Write work prodecures and service documentations according to the personal and team objectives
  • Support the Operations Manager by presenting an unified management approch to the 24/7 delivery of managed services from the Munich MCR across all Shift Leader roles

 

COMPETENCIES

  • Ability to work under pressure in a stressful environment
  • Excellent teamwork and cross-functional cooperation
  • Constant motivation to drive improvements
  • Independent, Structured, solution-oriented, and reliable approach
  • Strong communication skills towards internal departments and external customers
  • Willingness to work shift

 

QUALIFICATIONS & EXPERIENCE

  • TV orientate apprenticeship or similar academic studies
  • Technical background (Practical engineer / B.A. degree) is an asset
  • Minimum five+ years' experience in MCR or in broadcasting
  • Managing proven experience is an asset
  • Strong experience of classical and IP based broadcasting systems
  • Experience in signal contribution and distribution
  • Highly developed sense of responsibility, service orientation, and a confident, proactive approach
  • Fluent English in written and verbal – mandatory. German language skills are considered an asset
  • Technical affinity and sound knowledge of MS office and EDV applications

 

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