Team Lead Technical Support

Berlin, Berlin, Germany

**YOUR FUTURE, ON DEMAND**

The ideal blend of stability and flexibility. A genuinely human employer that cares for people and the planet. True autonomy to shape what comes next, for us and you. This is the perfect platform to take your career where you want.

Back in 2005, we pioneered Europe’s first TV streaming service. Today, we’re the world’s first certified climate neutral TV streaming provider. 3 million users across three countries. Over 230 colleagues of 47 nationalities. We’re the grown-up start-up, helping to shape a better future since day one. That hasn’t changed, even if the world has. We’re friendly, international, inclusive - and our people say we’re reliable and transparent, too. It’s why they trust us and believe in what we do.

**THE ROLE**

At Zattoo we are building the TV platform of the future. We are looking for a Team Lead TV Operations Center (TOC) (f/m/x) to join our growing Operations team. We control the whole IPTV chain from satellite and Multicast ingest through hosting hundreds of servers, petabyte-scale storage and Tbps-scale streaming over our own network and CDN. There are many exciting areas to work on and to push TV to a new level.

As a Team Lead TV Operation Center (TOC) you should be passionate about TV and live streaming technologies.

Zattoo is looking for a TOC Team Lead with knowledge and experience to lead the 24x7x365 TV Operations Center as well as manage and own key processes and tools to ensure robust systems monitoring and effective management of critical incidents to ensure overall availability, performance, health, and security of all services.

This position offers an excellent opportunity for someone to gain exposure to state-of-the-art technologies as well as establish themselves in a dynamic, growth-oriented environment.

You will play a key role in ensuring a stable operation of our services and relationship with all our B2B partners.

**WHAT YOU’LL DO**

**Team Lead - TOC**
- Responsibility for direct supervision of TOC team members.
- Conduct Performance Appraisals, coaching, training and objective settings.
- Provide direction and leadership to build a process-focused, cross-functional team.
- Managing the team skills matrix and individual development plans, arranging training as required to meet technology requirements
- Manage scheduling of shift coverage and operational work streams to optimize service delivery.
- Address technical and non-technical escalations
- Report on key metrics of availability, incident resolution and service delivery performance.
- Manage and document Standards, Policies, and Processes for the TOC.
- Perform regular process improvement reviews to ensure ongoing optimization.

**Incident and Event Management**
- Responsible for ensuring efficient resolution of incidents through people, process and technology.
- Provide timely, accurate, and effective communication on service impacting events.
- Work with vendors on issue resolution and communications.

**Monitoring**
- Responsible for the process of effectively defining the monitoring of all services that ensure compliance with all SLAs.
- Responsible for toolsets required to provide event management services.

**Ad-Hoc Project Management**
- Manage projects to upgrade and maintain TOC technologies (Zendesk, OpsGenie, Grafana, etc.).
- Assist with various service-related projects as requested.

**WHAT YOU’LL BRING**
- 3+ years team or project management experience
- Must have experience with monitoring technologies for business-critical and revenue-generating platforms, including Grafana, NewRelic
- Must have experience defining and maintaining monitoring policies and best practices
- Understanding of Infrastructure environments - virtualization, storage, networks, databases, cloud services etc.
- Demonstrated ability to work with operational concerns and teams
- Willingness to learn new technologies and maintain industry knowledge
- Ability to plan, organize, and prioritize projects according to organizational direction
- Good written and verbal communication skills in German and English
- Ability to communicate effectively with both non-technical and technical staff
- Ability to manage multiple projects.

**Bonus**
- Excellent problem solving skills and keen ability to diagnose and troubleshoot technical issues
- Experience with system administration and troubleshooting of Linux
- Basic network knowledge
- Experience in either the media or web scale sectors

**WHY JOIN US?**

At Zattoo, you’re always on firm ground with real freedom to explore. You’ll have the support and opportunity you need to go far, while you’re helping us create a sustainable and entertainment-filled future for all.

**WHAT WE OFFER YOU**
- **Reward**: strong market competitive salary
- **Recharge**: 30 days vacation plus public holidays
- **Regulate**: trust based flexible working hours and the option for remote working 8 weeks per year

**Plus**: