Broadcast Monitoring And Support Manager

Summary

Join Toolbox, a leading technology company in the online TV industry, as our Broadcast Monitoring and Support Manager. You will play a crucial role in ensuring the reliability and performance of our live and on-demand streaming services. This position involves monitoring, diagnosing, and resolving issues related to video delivery, encoding workflows, and network performance. You will work closely with various teams to detect, analyze, and mitigate streaming issues in real time. The ideal candidate possesses a strong understanding of streaming protocols, system monitoring, and network troubleshooting. This role requires excellent communication skills and the ability to manage client expectations during high-pressure situations. You will also be responsible for training and mentoring the monitoring and support team.

Requirements

• Proven experience in live streaming operations, broadcast monitoring, or video platform support roles
• Strong interpersonal and communication skills to effectively manage client-facing conversations during high-pressure situations
• Deep understanding of streaming technologies and protocols: HTTPS, RTMP, HLS, MPEG-DASH, SRT, etc
• Familiarity with video delivery architectures including CDNs, media servers, transcoding, and latency optimization
• Experience using monitoring and observability tools like Grafana, Prometheus, Datadog, New Relic, or similar
• Excellent troubleshooting skills across network, application, and infrastructure layers
• Ability to handle incidents with composure, provide clear explanations, and guide clients through resolutions
• Understanding of SLAs, KPIs, and reporting for operational performance
• Leadership and team management skills; previous experience managing support or NOC teams is a plus
• Availability for on-call rotations or live event coverage as needed
• Intermediate to advanced level of English (spoken and written)

Responsibilities

• Oversee the real-time monitoring of live broadcast streams to ensure high quality, minimal downtime, and rapid incident response
• Serve as the primary point of contact for clients during live incidents or technical issues, providing calm and clear communication throughout
• Proactively contain and manage client expectations, delivering timely updates and explaining complex technical issues in an understandable manner
• Establish and maintain monitoring systems and dashboards (NPAW, Zabbix, Prometheus, Grafana, New Relic, or similar) for video and infrastructure performance tracking
• Collaborate with engineering, DevOps, and infrastructure teams to identify bottlenecks and proactively prevent service disruptions
• Define incident management workflows, including escalation procedures, root cause analysis (RCA), and continuous improvement processes
• Provide leadership during live event coverage, ensuring smooth coordination between operations, tech teams, and external partners (CDNs, media servers, etc.)
• Document standard operating procedures (SOPs) and ensure proper knowledge transfer across shifts and teams
• Train and mentor the monitoring and support team to develop technical expertise and operational excellence

Preferred Qualifications

Previous experience managing support or NOC teams