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.
We are seeking a highly motivated and experienced Technology Systems and Operations Specialist (TSOS) to join our dynamic team where you will play a crucial role in ensuring exceptional technology experiences for our VFX users. As part of a global team, you will support our VFX partners, assist in the technical operations of our studio locations, and drive innovation by aligning solutions with broader business objectives.
Key Responsibilities
Technology Operations & Support Management
Lead and oversee the day-to-day operation of tools and services, ensuring the provision of exceptional onsite and remote IT support and infrastructure. This includes tailoring solutions to meet the specific needs of VFX teams throughout the region.
Provide expert technical assistance to our VFX partners, addressing challenges related to hardware, software, cloud services, and real-time collaboration tools.
Collaboration
Partner with N-Tech, A/V, Sourcing, Engineering, and studio operations teams to maintain stable and scalable production environments.
Develop and refine collaborative workflows to improve efficiency and productivity, leveraging the latest tools and technologies to support team collaboration.
Monitoring, Troubleshooting, and Escalation
Proactively monitor, diagnose, and resolve issues affecting VFX production workflows.
Serve as the escalation point for high-priority issues, collaborating with internal and external teams to design systems and workflows for long-term success.
Act as the primary contact for critical technical incidents, ensuring swift resolution to minimize disruptions.
Work with engineering partners to troubleshoot and escalate complex issues.
Analysis and Process Development
Develop and maintain root cause analysis reports post-escalation to identify workflows or systems that can mitigate recurring issues.
Create and maintain runbook documentation for stakeholders to self-serve and for support teams to troubleshoot, resolve, and escalate issues.
User Experience and Relationship Building
Integrate deep product knowledge with qualitative and quantitative data to assist the Workforce Productivity team in reducing friction and complexity in the user experience.
Utilize data-driven insights to communicate user friction with technology, aiming to influence product, engineering, and partners to simplify and enhance productivity.
Cultivate strong, trusting relationships with partners, stakeholders, and N-Tech Reliability Specialists to drive seamless user experiences.
Build and maintain strong partnerships with artists and production staff, understanding their challenges and proactively addressing needs.
Team Leadership and Communication
Independently tackle significant challenges within the team, ensuring comprehensive solutions that align with our department's goals.
Communicate effectively and engage with both technical and non-technical stakeholders in a global and diverse environment.
Support team members by promoting a collaborative and inclusive environment. Engage effectively with team members and cross-functional teams through meetings and reviews.
Skills & Experience
Language and Communication
Business-level fluency in speaking and writing English
Excellent interpersonal and communication skills, both written and verbal. Proven ability to create clear process and procedure documentation on complex topics.
Technical Expertise
Familiarity with on-site studio needs for Animation, Visual Effects, Games, or post-production workflow subject matter expertise.
Experience supporting VFX development engines (Unreal, Unity) and DCC tools (Maya, Blender, Houdini, ZBrush, Nuke).
Expertise in troubleshooting studio infrastructure (storage, network, etc.), MacOS, Windows, Linux SaaS applications, and AV systems.
Proven ability to learn new technologies quickly and independently.
Familiarity with remote workstation technologies such as Teradici, Citrix, and VDI.
Analytical and Problem-Solving Skills
Data analyst skills to uncover patterns and shifts in user/technology behavior.
Strong analytical skills to identify trends, optimize workflows, and improve support models. Ability to analyze support data for product and operational improvement.
Work Ethic and Adaptability
Proven ability to work independently with minimal supervision; must be a self-motivated self-starter who can initiate ideas amidst ambiguity.
Ability to prioritize work across multiple independent tasks with limited supervision.
Flexible in a dynamic and evolving environment, with the ability to prioritize and resolve technical issues efficiently in a fast-paced setting.
Leadership and Initiative
Ability to act as an informed captain, driving new initiatives concerning workflows and support.
Experience with ITSM Tools and Global Teams
Experience using JIRA, Confluence, Kibana, Tableau, Zendesk, and other ITSM tools.
Experience working with distributed and remote teams in a global VFX environment.
Become part of our team as we turn user challenges into smooth, effortless experiences, driving innovation and aligning solutions with broader business objectives.
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.
