Live Command Center Operator (LCC Operator)

Responsibilities

• Live Event Monitoring & Operation
• Independently operate and monitor complex live streaming events, ensuring overall service health and optimal viewer experience.
• Oversee consumer device performance, product service health, and CDN stability during live broadcasts.
• Validate stream integrity and proactively identify potential risks during events.
• Incident Management & Escalation
• Lead real-time incident response during live events, acting as the primary point of contact for operational issues.
• Detect, troubleshoot, and escalate issues across the streaming pipeline using internal monitoring tools.
• Collaborate with engineering and cross-functional teams to drive resolution.
• Conduct root cause analysis and contribute to post-event reviews.
• Operational Documentation & Process
• Develop, maintain, and improve operational runbooks and Standard Operating Procedures (SOPs) in partnership with LCC Operations Leads.
• Document incidents thoroughly to support post-mortems and continuous improvement efforts.
• Ensure all processes and workflows are clearly defined and consistently followed.
• Event Coordination & Handoffs
• Oversee event handoff processes between shifts and teams to ensure seamless continuity of operations.
• Document shift turnover notes and communicate key issues to incoming operators.
• Communicate effectively with incoming operators, providing clear context on event status and any active issues.
• Support alignment across LCC, production, and engineering teams during live events.
• Team Collaboration & Special Projects
• Support cross-functional projects and special coverage, including high-priority or sensitive programming.
• Collaborate closely with operations, production, and engineering teams to ensure successful event execution.

Requirements

• Previous experience in live streaming operations (e.g., Master Control, NOC, TOC, or similar environments).
• Strong technical understanding of live streaming pipelines and CDN infrastructure.
• Proven experience in incident management, including monitoring dashboards and escalation workflows.
• Excellent written and verbal communication skills, especially in high-pressure situations.
• Experience developing and maintaining operational documentation such as runbooks or SOPs.
• Proficiency in troubleshooting consumer devices, software, and basic system issues.
• Ability to work independently and make real-time decisions during live events.
• High level of computer literacy, including proficiency with Slack, Google Drive, Confluence, and Zoom.
• Experience using Airtable and internal ticketing systems.
• Comfortable working in virtualized or cloud-based environments (e.g., VMs, elastic compute), managing multiple desktops, and navigating complex workflows across numerous applications and browser tabs.
• Experience responding to alert-based monitoring systems and working with custom software tools.
• Flexibility to work various shifts, including nights, weekends, and holidays, based on live event schedules.

Qualifications & Experience

• Previous experience in live streaming operations (e.g., Master Control, NOC, TOC, or similar environments).
• Strong technical understanding of live streaming pipelines and CDN infrastructure.
• Proven experience in incident management, including monitoring dashboards and escalation workflows.
• Excellent written and verbal communication skills, especially in high-pressure situations.
• Experience developing and maintaining operational documentation such as runbooks or SOPs.
• Proficiency in troubleshooting consumer devices, software, and basic system issues.
• Ability to work independently and make real-time decisions during live events.
• High level of computer literacy, including proficiency with Slack, Google Drive, Confluence, and Zoom.
• Experience using Airtable and internal ticketing systems.
• Comfortable working in virtualized or cloud-based environments (e.g., VMs, elastic compute), managing multiple desktops, and navigating complex workflows across numerous applications and browser tabs.
• Experience responding to alert-based monitoring systems and working with custom software tools.
• Flexibility to work various shifts, including nights, weekends, and holidays, based on live event schedules.