24/7 Operations are the eyes and ears of BBC Online, and are responsible for keeping the BBC’s IP services on air. Issues with iPlayer, News, Sport, Radio, Children’s, Red Button, and any other online offering are spotted, logged, and in most cases fixed by 24/7 Operations. This means heavy involvement with major events being covered by the BBC, during which issues with live video or audio streams, event data, or publishing editorial content are raised and fixed within the team.
Working in 24/7 means working in a constantly changing environment and being adaptable enough to respond well to any one of the huge range of problems which can occur in the BBC’s large and complex live environment. As a team we are committed to continuous improvement which we feel is necessary to successfully manage audience-fit online services.
As an Operations Engineer, you will be responsible for the following:
- To be part of a team working on a 24/7/365 shift pattern to provide Operational support for industry leading applications used to produce BBC Online.
- Use a diverse range of monitoring tools to spot service impacting issues.
- Technical diagnosis and resolution of incidents impacting live services.
- Logging all incidents accurately, and documenting investigative activities. Managing incident and escalating as appropriate and as per defined processes.
- Implementing appropriate contingency procedures in response to planned or unexpected events.
- Ensure efficient and appropriate communication to key stakeholders through the incident lifecycles.
- Thorough handover of incident and environmental information through shift changes.
- Collaborate with the wider FM teams including developers and producers to ensure best operational practice
- Work on improving our documentation and processes – ensuring all learning is shared, and improving the 24/7 team as a whole.
- Keeping abreast of operational changes in a fluid environment, ensuring that actions are taken in line with current best practice.
- Commitment to continuous improvement – working creatively to improve working practices.
Are you the right candidate?
Essential skills & experience:
- Broad technical knowledge, including understanding of complex systems built from many separate components.
- Experience of operating within, or demonstrable knowledge of mulit-platform environments.
- Operational command line experience of Linux/Unix.
- Operational experience across Cloud platforms, particularly AWS.
- Experience or knowledge of the principles of monitoring and interacting with a range of applications and services.
- Knowledge of web architecture, and Internet connectivity technologies.
- Experience in logging and managing incidents in an operational environment.
- Familiarity with using a range of diagnostic and monitoring tools.
- Ability to communicate effectively with external providers and internal partners.
- Troubleshooting and diagnosing defects in complex systems.
- Able to create supporting documentation for the Operations team.
- Appreciation of the principles of prioritisation according to service impact, and the ability to work under pressure.
- Proven ability to share knowledge with team members for mutual gain.
Desired skills & experience:
- ITIL practice and processes.
- Experience using issue tracking software (Jira, Remedy).
- Understanding of the principles of network connectivity.
- Monitoring and Big Data tools: Zenoss, Splunk, Sumologic, Datadog, Grafana, Kibana, Big Query.
- Experience in media and creative environments.
- Docker, Ansible, Git, Jenkins, Rundeck.
- PHP, Apache, MySQL, NGINX, SQL, Oracle, HTML, DNS.
- Windows server.
- Awareness of the Serverless computing eco-system (Lambda, API Gateway, DynamoDB etc).
- Database knowledge.
We don’t expect anyone to have experience of all the above skills, the above just gives an example of the kind of technologies we’re working with. If you’re great, we want you!
Contract type: Various
We’re happy to discuss flexible working. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage.
- Excellent career progression – the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.
- Unrivalled training and development opportunities – our in-house Academy hosts a wide range of internal and external courses and certification.
- Benefits- We offer a competitive salary package, a flexible 35-hour working week for work-life balance and 26 days (1 of which is a corporation day) with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more.
About the BBC
We don’t focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us. Please make sure you’ve read about our values and behaviours in the document attached below.
Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.
We want to attract the broadest range of talented people to be part of the BBC – whether that’s to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.
We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.
To find out more about Diversity and Inclusion at the BBC, please click here