Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
The Technology Systems and Operations Specialist (TSOS) role is crucial for maintaining technology experience and ensuring end-user success at Netflix offices and facilities. This role is part of a wider global technology experience team (NTE) dedicated to providing a seamless technology experience for over 10,000 Netflix employees and partners.
This position will partner closely with our Support, Workplace Productivity and Domain Specialists, to name a few, as we operate as an escalation point for office and facility related services, hardware, workflows and technologies. This role also leads a team of Managed Service Providers (MSP) to ensure on-site support scales to meet the needs of our workforce.
Key responsibilities include supporting technical issues, driving operational excellence, developing documentation, managing vendor and partner relationships, and analysing trends and data to enhance user technology experience at Netflix offices and facilities.
Responsibilities
Own on-site technology experience at assigned Netflix Offices and facilities
Drive on-site technology experience, including workflow designs that meet the business goals of our N-Tech organisations and our stakeholders' needs
Exercise strong autonomous operational judgment, based on data and anticipate impacts to the business
Partner cross-functionally with stakeholders (including, but not limited to, Networking teams, Post Facilities and Workplace) to learn, document, and advise with a focus on driving efficiency, resolution of issues and improved on-site technology experience
Inform and partner with Support, Workplace Productivity and Domain Specialists on learnings from user friction to inform future enhancements
Lead the operation of Netflix facilities, Netflix-owned tools, and services
Develop Standard Operating Procedures and communicate changes to Support, Reliability, and Engineering teams
Train and lead a team of Managed Service Providers (MSPs) to conduct work on behalf of Netflix
Effectively manage support volume, contracted resources, work scheduling, and oversight of operations
Ensures the quality of support through continuous review, feedback, and coaching
Identify friction and gather user sentiment during support interactions to create stories that help drive an improved technology experience
Create and leverage metrics and data to identify trends to collaborate effectively with partner teams that build value and scalable solutions
Act on and identify areas for proactive support to improve the end user technology experience and reduce support volume and complexity around service offerings
Serve as the on-site escalation point for N-Tech teams to ensure timely resolution
Curate insights in alignment with the Support Specialists, creating and maintaining all root cause analysis reports after an escalation to identify workflows or systems to help mitigate recurring issues
Troubleshoot and escalate to various reliability and engineering partners as needed
Collaborate with cross-functional partners to proactively identify issues as they arise and conduct retrospective analysis on large-scale issues
Create detailed User Help Centre documentation and guides to empower stakeholders and support teams to resolve issues autonomously
Create and maintain user guides on the Technology Help Centre to enable a self-service option for our customers.
Develop strategies to ensure awareness and accessibility to support tooling and resources
Culture, Teamwork, and Collaboration
Live the Netflix Culture and ensure it is represented within your teams globally
Work to ensure Netflix’s commitment to fostering an inclusive environment is demonstrated in every facet of our efforts
Create an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed
Exercise courage in delivering feedback, suggestions, and actively engage with all colleagues with respect and integrity
Flexibility in working hours to help meet the needs of the business
Skills and Experience
Working knowledge of network infrastructure; routing & switching, DHCP servers, subnetting, & low voltage cabling & WiFI
Proven knowledge of troubleshooting MacOS/Windows, SaaS Applications, network connectivity and A/V systems
Familiarity with deploying and supporting iPhone and Android mobile devices and associated mobile providers
Familiarity with hardware asset management systems and practices (ITAM)
Strategic thinking, tech and business savvy, with the ability to build strong cross-functional partnerships
Ability to learn new technologies quickly and with minimal guidance
Demonstrates thoughtful prioritisation of issues and tasks
Thrives on technical challenges and takes pride in solving them
Excellent interpersonal and communication skills, both written and verbal
Proven ability to work independently with minimal supervision; must be a self-motivated self-starter who can initiate ideas amidst ambiguity
Experience managing vendor and contractor resources
Flexible amid an ever-changing and growing environment
Fluency in English (business level)
Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
