Description
About the Role & Team
Disney Entertainment & ESPN Product & Technology is a global organisation of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally.
The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses.
What You Will Do
Focusing on web, mobile and connected device clients - across a large suite of media products - the DSS QE Operator is responsible for troubleshooting live and VOD audio/video playback and data issues.
They will work hand in hand with Media Operations teams to deliver quality control of live in-app video streaming and data to front-end users.
The team provides 24/7 operational support for all live events and works to help diagnose issues across platforms in the production environment.
Escalating client and application issues/bugs to development teams as well as intense issue tracking and daily reporting are required tasks.
The ideal candidate will be self-motivated, have a great work ethic and strong communication skills. They must have an extreme dedication to detail.
A strong knowledge of mobile and connected devices and some technical knowledge of the video streaming process is preferred.
Responsibilities and Duties of the Role :
- Complete knowledge of DTD SOP & fundamental principles of QE
- Responsible for being the QE device lab "quarterback" being issue POC when team leads not available
- Responsible for reinforcing directives from Supervisors/Managers
- Takes ownership of live events ensuring all relevant checks are being performed by QE Operators
- Responsible for diagnosing Conviva alerts as they come in
- Escalate and manage communication with Media Ops groups
- Liaise between QE team and various non-operations service teams
- Liaise between QE Operators and team leads (Supervisors/Managers)
- Complete issue diagnosis, escalation and follow through
- Ability to capture and provide live data for debugging across all clients
- Responsible for organization of issues logged by operators; JIRA ticket creation as needed
- EOD report oversight
- Ability to assist leads with certain aspects in developing deep technical client documentation
- Proxy tool & new hire training leads
- Ability to adapt processes to DTD needs
Required Qualifications & Skills
- Flexible hours, but must be available to work nights, weekends, and holidays.
- Availability and willingness to work up to 40 hours per week (possibility of OT when available).
- Strong understanding of computer programs and applications.
- Strong understanding of mobile/connected device platforms and applications and device troubleshooting/debugging.
- Strong communication skills and attention to detail.
- A solid computer and technical background with experience working in new media and online organisations.
- Familiarity with proxy tools such as Charles and Fiddler for data capture and client/product debugging in real-time.
- Familiarity with online video analytics tools such as Conviva software.
- A team player, with an enthusiastic, congenial, and committed performance as an employee.