Quality Assurance Engineer (For independent contractors)

IT operations role responsible for managing the escalations queue of the video collaboration function. The AV Operations Engineer is a hands-on technician that solves problems related to video conference, digital signage, meeting rooms, auditoriums and everything related to audio and video within the office, including running and supporting onsite events. Also responsible for implementing solutions to mitigate known issues from ever happening again.

Video Collaboration is the back office team responsible for the implementation and support of the internal video collaboration solutions in Booking.com.This role is responsible for supporting highly reliable, well performing video solutions that fit our current ecosystem. They work together with the other departments of Booking, specially with Corporate Network, Security, Real Estate, IT Infrastructure and IT Support to deliver the best in class corporate solutions in the market. They operate with minimal supervision, deep knowledge of our systems and independent judgment.

Key Responsibilities

• Has basic knowledge to evaluate possible architecture solutions by taking into account cost, business requirements, technology requirements and emerging technologies

  
  

• Has basic knowledge to describe the implications of changing an existing system or adding a new system to a specific area, by having a broad, high-level understanding of the infrastructure and architecture of our systems

  
  

• Has basic knowledge to meet business needs by designing solutions that meet current requirements and are adaptable for future enhancements

  
  

• Has sufficient knowledge to address and resolve live production issues by mitigating the customer impact within SLA

  
  

• Has sufficient knowledge to improve the overall reliability of systems by producing long term solutions through root cause analysis

  
  

• Has sufficient knowledge to keep track of incidents by contributing to postmortem processes and logging live issues

  
  

• Has the ability to implement creative temporary solutions under pressure during live events

  
  

• Has basic knowledge to ensure that infrastructure stays current by reducing technical debt, searching for bottlenecks and preparing for scaling

  
  

• Has basic knowledge to reduce cost of operations and maintenance by leveraging new technologies, automation, and partner with vendors to ensure we stay current

  
  

• Has basic knowledge to reduce human labor by implementing small features that address availability, scalability, latency and efficiency of AV installations

  
  

• Has sufficient knowledge to review and verify performance of production systems and network infrastructure by continuously monitoring appropriate observability metrics, business KPIs and capacity planning

  
  

• Has sufficient knowledge to improve application reliability by partnering with the responsible engineering teams to advise on setting appropriate observability metrics

  
  

• Is responsible for identifying areas where monitoring is lacking and recommending innovative solutions to mitigate production issues

  
  

• Is responsible to secure production systems and network infrastructure by following company and industry security best practices

  
  

• Is responsible to ensure compliance at all times by following and improving working practices

  
  

• Is responsible to reduce bus factor by documenting architecture of production systems and network infrastructure

  
  

• Is responsible to reduce the impact of live production issues by writing and maintaining runbooks, operational docs and identifying procedures to restore normal operations of production system

  
  

• Is responsible for making sure AV systems are correctly installed by following the standards maintained by the engineering teams

  
  

• Has basic knowledge to systematically identify patterns and underlying issues in complex situations, and to find solutions by applying logical and analytical thinking.

  
  

• Has basic knowledge to constructively evaluate and develop ideas, plans and solutions by reviewing them, objectively taking into account external knowledge, initiating 'SMART' improvements and articulating their rationale.

  
  

• Has sufficient knowledge to identify opportunities for process, system and structural improvements (i.e performance gains) by examining and evaluating current process flows, methods and standards.

  
  

• Has sufficient knowledge to design and implement relevant improvements by defining adapted/new process flows, standards, and practices that enable business performance

  
  

• Is responsible to deliver clear, well-structured, and meaningful information to a target audience by using suitable communication mediums and language tailored to the audience

  
  

• Is responsible to achieve mutually agreeable solutions by staying adaptable, communicating ideas in clear coherent language and practising active listening

  
  

• Is responsible to ask relevant (follow-up) questions to properly engage with the speaker and really understand what they are saying, by applying listening and reflection techniques

  
  

• Is responsible for maintaining strong communication skills (verbal, written, collaborative, open-minded, motivational) and ability to collaborate effectively with both engineering teams and any other roles across the organization

  
  

• Has the ability to support and communicate effectively with senior leadership

Communication Stakeholder

• Team Manager

• IT Support

• IT infrastructure, networking and security teams

• Real Estate & Office Management

• Senior Leadership, Internal Communications and LT Coordinators

Level of Education

Not required

Years of relevant Job Knowledge

Basic Job Knowledge (1 - 3 years)

Requirements of special knowledge/skills

• Knowledge of video conferencing platforms like Zoom, Google Meet, Cisco WebEx, BlueJeans, Pexip, etc

  
  

• Familiar with general AV equipment and terminology (cameras, video conferencing devices, sound boards, DSP, DTP, gain staging, XLR, etc)

  
  

• Experience with AV hardware like Crestron, Extron, etc

  
  

• Able to read and understand AV system diagrams and troubleshoot AV setups

  
  

• Experience with macOS and Windows devices

  
  

• Basic network and VOIP knowledge

  
  

• Experience providing Technical support during conferences and events