Red Bee Media Limited
Job Designation: Senior Technical Specialist
Base: Ealing Cross, London
The Technical Specialist’s (VizRT Ardome) primary responsibility is to own and manage the
design and testing and implementation as well as resolution of all 4th line problems that are
passed from the support teams, as well as escalating to and involving 3rd party support
providers as necessary. The Technical Specialist will quickly gain an expert knowledge of
assigned systems and take ownership of key customer areas, designated systems and
associated external support provider relationships.
The purpose of the role is to be the subject matter expert, drive up and maintain stability of
the assigned systems, and to ensure high levels of customer satisfaction.
Reporting Lines and Key Relationships
The post holder reports to the Technology Design Technical Manager. They should develop
strong relationships with their fellow Solutions Architects, Technical Specialists, Principal
Engineers, System Administrators, Applications Development and the Project Management
teams. A strong relationship with the Service Management team is also important to aid
Red Bee Media specialises in the creation, management, promotion and delivery of digital
content across all media, from linear television to web and mobile phones. It is the largest
provider of outsourced linear playout services in Europe and is a leading provider of access,
EPG, creative and on demand services to a first class client base of broadcasters, channels,
telcos, cable companies and other content producers. With its unique proposition combining
creative, editorial and technology, Red Bee Media's clients include the BBC, Channel 4 and
Five, ESPN, Discovery, ITV, Star News India, VRT in Belgium, M6 in France, Waitrose, Honda
and Boots the Chemist.
Red Bee Media has revenues in excess of £130m and over 1400 staff. With operations in
London, Paris, Sydney and Asia, Red Bee Media currently sells into 22 countries worldwide
and is has plans for further expansion in Europe and Asia.
Please log onto www.redbeemedia.com for further information.
Red Bee Media Limited
Act as a point of escalation for 3rd line teams, engaging in problem management
methodologies where appropriate. Carry out root cause analysis.
VizRT Ardome subject matter expert
Design, implementation & testing of VizRT Ardome implementations.
Ensure resolution of complex issues are recorded and fed back to the support team
Identify areas for improvement. Plan, agree and implement changes
Identify and track trends, ensuring resolutions are progressed and implemented
Prepare costs and advice for Tech Refresh programmes, ad-hoc projects and
Ensure disaster recovery systems (where specified and installed) are tested and
Provide formal technical reporting as requested by Management team.
Client & Stakeholder Management:
Act as a point of escalation for Client queries and problems
Attend routine meetings with Clients as appropriate, taking actions and feeding back
progress as appropriate
Attend technical supplier reviews to ensure that required standards are being met and
that root cause analysis is carried through to a successful conclusion where
Engage suppliers routinely for resolution of issues as outlined in their support
Ensure wider support team aware of supplier responsibilities, hrs of support and
Review support contracts for designated systems, highlighting potential risks & areas
Attend routine Technical meetings
Focus on customer service and customer quality
Tech Support Team/HR:
Provide training sessions to other support team members on designated customer
areas and systems.
Form and maintain strong working relationships with the team and Senior/Shift
Red Bee Media Limited
Experience & Knowledge
The post-holder must have the following mandatory skills:
In depth knowledge of VizRT’s (Ardendo) Ardome product range and associated hardware
Experience of designing & costing systems.
Experience of providing Support (including at least some demonstrable 3rd line
experience) in a fast moving 24/7 environment.
Experience of Senior Management liaison and should be familiar with presenting
information of a complex technical nature to a variety of audiences.
Experience of Client liaison, including acting as a Technical representative in meetings with a
Client’s technical and non technical staff.
Experience of managing 3rd party software vendors with regard to ensuring maximum
Some knowledge of project work and methodologies, ideally gained through involvement
in complex high profile projects in the broadcast sector.
Experience with video transcoders. Eg: Telestream Agility, and Rhozet Carbon.
Understanding of the workflows and methodologies of Digital Asset Management. Eg: VizRT
Ardome, and Pharos Mediator.
Skills and Behaviour
The post holder should exhibit:
A clear ability to multi-task in a complex dynamic environment with regularly changing
A strong belief in and commitment to structured and formalised approaches to
Deep understanding of customer service with the ability to view systems in terms of
service provision rather than discrete technical components, and should see technology
as a business enabler
Strong ownership and sense of responsibility
An understanding that the role of a technical specialist will occasionally require the
flexibility to work out-of-hours and take ownership of service affecting issues until a
satisfactory resolution is reached.
A commitment to knowledge sharing and cross skilling and a general appreciation of the
need to eliminate single points of failure
High levels of persuasion, persistence and determination, as well as the ability to influence
and negotiate with people and present ideas and issues with authority.
Some understanding and appreciation of a formalised service management approach
(ITIL for example)
A proven ability to learn and use knowledge is as important as skills in any particular area.
(A job description is a written statement of the essential characteristics of the job, with its
principal accountabilities, incorporating a note of the skills, knowledge and experience
required for a satisfactory level of performance. This is not intended to be a complete,
detailed account of all aspects of the duties involved).