TCS, a global leader in IT services, consulting, and business solutions, leverages technology for business transformation and helps catalyze change. Our Milford office is seeking a VOD SME to help monitor and maintain the VOD Service Desk team within SLAs.
The department hours are from 8am-1am 365 days per year. This role would require flexibility in their work schedule.
Daily Responsibilities include the following: • Assign work/cases to team members • Maintain active awareness of multiple case tickets with meticulous attention to detail • Perform quality analysis of tasks performed by the team members • Suggests and implements workflow improvements • Provides feedback, coaching and improvement plans to team members
Knowledge & Skills • Seeking candidates with expertise in VOD industry metadata standards (CableLabs, MovieLabs), knowledge of video/audio codecs and container formats. • Seeking candidates with a comprehensive understanding of VOD delivery and processing pipeline. • Seeking candidates with proven troubleshooting expertise in VOD assets (video/audio, encoding, streaming errors). Strong analytical skills to identify root causes across platforms, effectively triage issues, and adhere to defined resolution processes. • Seeking candidates with experience in content management systems, data analysis (dashboards, Excel), and familiarity with IBM Aspera for file transfers. • Seeking candidates with experience in text-based data formats (XML, JSON, etc.) and the ability to decode XML files.