The Operations Manager is responsible for overseeing operations and ensuring service continuity.

Their role is to provide exceptional service to customers, acting as a senior escalation point for

issues. Effective communication, drive, and attention to detail are crucial for maintaining AMS's

reputation as a customer-focused managed service provider.

The Operations Manager (OM) oversees the daily management of US MCR staff and is expected to

be skilled in the applications used for Broadcast and Streaming services. The OM collaborates with

AMS international teams, customers, and external suppliers to ensure the continued delivery of

services by AMS.

Key Result Areas:

- Service Delivery Leadership: Acting as a management team representative and expert

advisor on NOC-related service delivery and operational matters for customers and senior

management.

- Incident Management: Leading fault recovery efforts, ensuring resolutions are communicated

to customers and internal teams per established procedures. Conducting incident reviews and

recommending changes to systems or procedures when necessary.

- Team Management: Overseeing the performance of Master Control Operators, conducting

regular performance reviews, and managing the overall team.

- Technical Coordination: Liaising with service providers and external parties during service-

impacting situations and emergencies.

- Reporting: Providing service reports for senior management and customers as needed.

- Customer Representation: Representing Managed Services at customer meetings and taking

ownership of assigned tasks.

- Senior Leadership Meetings: Attending meetings to review operational and HR matters,

contributing to continual improvement efforts.

- Roster Management: Collaborating with other managers to ensure adherence to shift

guidelines.

- Process Compliance: Ensuring adherence to Amagi’s Service Management processes.

- SOP Management: Writing and maintaining Standard Operating Procedures (SOPs)

according to agreed procedures and service level agreements.

- Project Support: Assisting in the management of service launches or changes.

- Continuity Planning: Implementing continuity plans during total service failures.

- Security Compliance: Maintaining a secure environment in accordance with Amagi policies to protect people, information, and assets.

- HR Policy Adherence: Ensuring that all Amagi HR policies are consistently followed.

Role Specific Skills Required:

- Excellent written and verbal communication skills. Bilingual English Spanish preferred

- Demonstrable ability to manage teams

- Ability to travel to and work at customer sites on a regular basis is required.

- Ability to prioritise own workload as well as the team’s workload

- Strong time-management skills.

- Possess excellent interpersonal skills & problem-solving skills

- Be a team player

- Able to work well under pressure and to adhere to strict deadlines

- Very organised and accurate with attention to detail

- Have ability to work unsociable hours when required

- Desire to expand technical knowledge of Amagi services

- Desire to progress career within the company and build on learned skills and abilities

- Logical and analytical problem-solving skills.

- Ability to analyse upcoming workloads, arranging and prioritising tasks, as necessary.