Netflix is one of the world's leading entertainment services, with 283 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.

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ROLE

 

As a team, we champion the end user to drive their success through technology. We simplify the complex. As a Learning Engine for Netflix, Netflix Technology team (N-Tech) will seek out the friction users experience with technology and convert user friction into the fuel that drives effortless technology experiences.

 

As a Technology Systems and Operations Specialist (TSOS) APAC for Netflix, you will be part of a global team, based in India, ensuring an exceptional experience for Netflix’s 10,000+ users. Your top priorities will be managing technical issues, research, documentation, business-to-business relationships, and analyzing trends and the impact of these issues with the ultimate goal of driving improvements in Netflix facilities and overall user experience.

 

The N-Tech Technology Systems and Operations Specialist will operate as a technical leader for escalations, collaborating with internal and external teams to design systems and workflows that enable long-term operational success. Therefore they must have a working knowledge of current digital technology trends and business needs as well as best practices both within and outside of the entertainment industry. 

 

This position will partner with our frontline Technology Experience Specialists, AV, and networking teams, as well as others, as we operate as an escalation point for various applications, services, and technologies. You’ll be responsible for reducing complexity and improving the user experience at Netflix-owned and operated properties by driving innovation, anticipating future needs, and aligning solutions to broader business goals.

 

 

RESPONSIBILITIES

Own the onsite experience for assigned Netflix Facilities.

• Drive innovative end-user experience, by piloting new technology, and also including workflow design that meets the business outcomes of our N-Tech organizations and meets our stakeholders' needs.
• Develop strategic roadmaps that influence end-user experiences, ensuring alignment with business outcomes across the N-Tech organization.
• Make autonomous decisions on operational challenges, utilizing data to anticipate future impacts and proactively addressing potential issues.
• Partners cross-functionally with Stakeholders and Leadership (including, but not limited to, Networking Teams, Post Facilities, Content Business Product Success, Enterprise Operations, etc.) to guide long-term improvements and lead high-impact initiatives.

 

Lead the day-to-day operation of Netflix facilities, Netflix-owned tools, and services, which include:

• Develop Standard Operating Procedures and communicate changes to User-Experience and Engineering teams.
• Leading and mentoring a team of Managed Service Providers (MSPs) or contractors to conduct work on behalf of Netflix. Ensures the quality of support through continuous review, feedback, and coaching. 
• Create, share, and leverage metrics and reporting to identify trends within the environment and collaborate effectively with partner teams to build value added scalable solutions.
• Proactively identify opportunities to improve the end-user experience while reducing support volume and complexity through strategic improvements.

 

Serve as the escalation point for N-Tech teams and high-priority issues to ensure proper and timely resolution.

• Analyze and curate actionable insights from escalations by creating and maintaining detailed root cause analysis reports, identifying workflows inefficiencies or systems gaps to mitigate recurrence.
• Lead troubleshooting efforts and coordinate escalations to engineering and technical teams, along with PjM and Workforce Productivity specialists ensuring seamless communication and resolution of complex challenges.
• Oversee and drive incident resolution to closure, ensuring timely outcomes while capturing learnings to improve processes and systems organization-wide

 

Develop Quality Assurance processes and runbook documentation that empowers our Stakeholders with self-service capabilities and enable support teams to efficiently troubleshoot, resolve, and escalate issues.

• Right-fitting the work as needed ensures that all N-Tech partners and Stakeholders participate at the right time.
• Regularly engage in business reviews with stakeholders to assess the effectiveness of these processes, gather feedback, and refine strategies to better meet stakeholder needs and enhance operational efficiency.

 

Blend deep knowledge of how users experience products with qualitative and quantitative data in order to help our Workforce Productivity Specialist (WPS) reduce friction and complexity in the end-to-end user experience.

• Craft compelling, data-driven narratives around how users experience friction with technology, with the goal of influencing Product, Eng and partners to reduce complexity and improve productivity. 
• Provide advanced escalated support for complex issues that cannot be solved by N-Tech User Experience (NTE) and Domain/SME Specialists (i.e. support that requires additional knowledge of user workflow, deeper subject matter expertise, etc).  
• Designing the most optimal and scalable service path to ensure that N-Tech scales (ie determine what work goes back to Product etc). 
• Responsible for collaborating and advocating on memos created by Domain/SME Specialists and N-Tech Reliability Specialists. 

 

NECESSARY SKILLS & EXPERIENCE

• Demonstrated strategic thinking, technically and business-wise, with the ability to build strong partnerships.
• Data analyst skills, to uncover patterns, changes, and shifts in user/technology behavior or patterns that could indicate a direction of change or development.
• Solid understanding of Network infrastructure with the intent of a smart hands approach; routing & switching, DHCP servers, subnetting, & low voltage cabling.  
• Expertise in troubleshooting MacOS/Windows, Saas Applications, and AV systems.
• Proven ability to quickly learn new technologies and with minimal guidance.
• Familiarity with asset tracking, management, and deployment.
• Local/Regional knowledge (vendors, general operation standards, culture, etc).
• Thrives on technical challenges and takes pride in solving them.
• Exceptional interpersonal and communication skills both written and verbal.
• Self-motivated and capable of working independently with minimal supervision;  with a proven ability to initiate and execute ideas amidst ambiguity.
• Technical depth and ability to analyze support data to identify trends to drive actionable insight and overall product and operational improvement.
• Ability to act as the informed captain and drive new initiatives concerning workflows and support.
• Flexible amid an ever-changing and growing environment.
• Information tracking, as it pertains to ancillary charges and overhead budgets
• Capable of composing clear process, and procedure documentation on complex topics