Duty Manager

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About the Job

Our client has a requirement for a Duty Manager  for a 1 Year Contract opportunity.  The position is located in Vancouver, British Columbia

What makes this Special

Our client is one of the largest computer technology corporations in the world. They develop, manufacture, license, and support a wide range of software products for computing devices.  Known for what is generally described as a developer-centric business culture, they are a worldwide leader in software, services and solutions that help people and businesses realize their full potential.

Role 

We are looking for an experienced and driven individual who can help us manage the Live Operations support activities for our next-generation entertainment experiences.  This role will be responsible for overseeing the day to day operational health of our applications and infrastructure and the delivery of all live broadcast video and VOD content to end users.  In the event of an operational issue, the Live Operations Duty Manager will be responsible for assessing, responding to, and resolving incidents in a timely fashion.  This will involve working in tandem with both internal Client  groups and external business and technical partners to solve problems with complex content delivery systems.

Client's Studio is at the forefront of developing new interactive entertainment experiences across devices, led from the living room and powered by the cloud.  We maintain and support the following interactive video entertainment applications for the Xbox 360 console:

• ESPN
• MLB.tv
• NBA Game Time
• NHL GameCenter
• UFC on Xbox LIVE
• Sports Picks

This will extend to the following applications on the newly announced Xbox ONE platform when launched later this year:

• NFL
• ESPN

 Responsibilities

• Respond to operational issues
• Manage incident investigation, resolution, and communication with stakeholders
• Manage and direct tier 1 investigation support staff in addressing incidents
• Ensure all incidents and resolutions are recorded and tracked in the Issue Management System.
• Drive the creation of KnowledgeBase articles based on commonly encountered problems and their solutions.
• Manage Live Ops team NOC equipment setup and monitoring infrastructure (alerts, dashboards, reports)
• Identify opportunities to streamline operations, optimize support efforts, and improve incident handling processes
• Ensure that the BigPark Operations team meets Service Level Agreements with partners and provides a professional and timely response to all events.
• Drive execution of background Live Ops initiatives when no incidents need addressing.
• Facilitate the operationalization of support efforts and migration of responsibilities to broader Microsoft support teams.

Qualifications

• Well organized with strong attention to detail. You should be self-motivated, self-directed and able to lead and motivate others.
• A deep background in all aspects of software engineering with skills in the areas of cloud computing, online services, enterprise applications architecture, engineering and/or operations at scale.
• Experienced with complex enterprise and network systems, as well as familiarity with datacenter technologies for deployment, monitoring, provisioning, etc.
• Familiarity with Service Desk operations and best practices.
• Experience with various programming and scripting languages (Javascript in particular) and SQL would be an asset.
• Success in this position will require a broad set of experiences and skills, ranging from a solid understanding of systems engineering, networking, services, data analysis, and an ability to engage with customers/partners.
• A balance of technical, business, and data analytics background, exceptional problem solving skills, and a minimum of 5 years’ experience in designing, building and deploying services.
• Bachelor’s degree required. Degree in Computer Science or related field.
• Must be available to work weekends and evenings on a regular basis.
• Solid understanding of software systems, architecture, integration, services, networking, and data formats
• Ability to manage multiple tasks and prioritize accordingly
• Ability to stay focused in a high-pressure, team environment
• Problem solving, troubleshooting, and analysis skills
• Excellent written and verbal communication skills
• Disciplined approach to change control
• Familiarity with JIRA and JIRA Administration is an asset

How to Apply

Online:To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at www.ZylogCanada.com