Transition Video Platform and Headend (SPOC) STC13.24 We are recruiting for a global technology and IT services company that offers a diverse range of digital solutions and consulting services to clients across various industries. Operating in over 90 countries, it’s focusing on technologies such as artificial intelligence, data analytics, cybersecurity, Internet of Things (IoT), cloud services, and more. The available position is for Transition Video Platform and Headend (SPOC) Location: Madrid, Spain Preferred Spanish & English professional level speaking candidates Location: Madrid, Spain Permanent: hire 3 years Experienced 5 days onsite work Team Lead is a pivotal role within the Video NOC, responsible for leading a team dedicated to managing and optimizing the content delivery infrastructure. This role combines technical expertise in PPGG technologies with strong leadership and communication skills to ensure the efficient and effective delivery of digital content and delivery of services. Duties: Continuous Team Leadership: • Provide clear direction, guidance, and support to team • Foster a collaborative and inclusive team culture focused on innovation, problem-solving, and continuous improvement. • Coach team members to enhance their skills, knowledge, and professional development. • Conduct regular performance evaluations and provide constructive feedback to team members. Queue Management: • Manage the queue of incoming tickets and incidents • Prioritize and assign tickets to NOC engineers based on severity, impact, and skillset, while ensuring equitable distribution of workload. • Monitor ticket queues and escalations to identify trends, recurring issues, and opportunities for process improvement. Internal Escalations: • Serve as the point of contact for internal escalations from Level 1 support teams, providing timely and effective resolution of escalated issues. • Collaborate with Level 2 support teams, engineering, and other stakeholders to troubleshoot complex technical issues and implement sustainable solutions. • Communicate escalations, action plans, and resolutions to relevant stakeholders, including management and customers, as needed. • Ensure adequate coverage and escalate unresolved issues to appropriate escalation paths as necessary. • Participate in incident response and post-incident reviews to identify root causes, lessons learned, and opportunities for preventive measures. Liaison Between L1 and L2: • Act as a bridge during office hours between Level 1 and Level 2 support teams, facilitating communication, collaboration, and knowledge sharing. • Provide guidance and technical expertise to Level 1 support engineers on troubleshooting procedures, escalation protocols, and best practices. • Escalate unresolved issues from Level 1 to Level 2 support teams, ensuring seamless handoffs and effective problem resolution. Qualifications: General knowledge of Telecommunications Networks, with 2 years of experience working in the sector. General knowledge of IP Networks, with 2 years of experience. General knowledge of 2G, 3G and 4G Mobiles, with 2 years of experience. General knowledge of Cloud and specific knowledge of Azure. Fundamentals of OS: Windows and Linux Database fundamentals: Oracle, MongoDB, Sybase. Fundamentals of virtualized environments. Microsoft office: Word, Excel, Power Point, Internet Explorer. Knowledge of video technology and its components. Communication protocols (RCP, TCP, UDP), HTTPS. Video protocols (live, vod, dtp, - adaptive streaming) Streaming technologies (IIS, Apache, etc.) Knowledge of Proxy, DNS and Web services. Knowledge of system monitoring methodologies and tools. Telecommunications. Knowledge of technological trends in Over-the-top (OTT) video streaming. General knowledge of the different components and technologies of computer systems and networks. Skills: Administration video networks Content delivery networks Microsoft Azure cloud Monitoring tools (Grafana, Splunk) Incident management