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Lead, Techincal Support

Employer
The Washington Post
Location
Washington, DC
Closing date
Aug 25, 2022

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Industry
Media / Journalism / Advertising
Function
Help Desk Technician, IT
Hours
Full Time
Career Level
Experienced (Non-Manager)
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Job Details

Job Description

Motivation
  • You have a passion for Newsroom support and working with journalists in a 24/7 news cycle.
  • Your excellent customer service and leadership skills will help you to be successful.
  • You are interested in new technologies as well as taking time and patience to understand and support legacy environments.

Role
  • This role is a divided in several parts:
    • Manager SOC (overnight team)
    • Lead subject matter expert (SME) for the Methode print system.
    • Help with Publishing Support day-to-day duties.

Responsibilities
  • Lead and mentor SOC team. Goal is for SOC to become more proactive and effective for the different engineering teams.
  • Define and execute on performance metrics within the SOC team.
  • SME on Methode print set-up and workflows. Execute changes on a dime according to business (Newsroom and advertising needs).
  • Respond to and resolve complex user inquiries including off hours.
  • Take over and maintain key Methode CMS API - input/output feeds and channels. (OM, MIS, MSS, Custom integrations).
  • Serve as key contact for non-newsroom WaPo Methode stakeholders (advertising, publishing systems).
  • Serve as key contact between WaPo and Print CMS SaaS provider - EidosMedia.
  • Support product management to execute on product roadmap.
  • Mentor/support and provide documentation for other Publishing Support members to resolve complex print and workflow set-up and configuration issues.
  • 24/7/365 on-call rotation required.


Required skills
  • 5 + years' experience - Team leadership (Lead, coach, mentor SOC overnight team). Performance management experience.
  • 8 + years' experience - Install, config and support CMS solutions in news media companies.
  • 5 + years' experience - Coach, train end users on Publishing apps.
  • 5 + years' experience - End-to-end publishing workflow experience in large news media companies.


Optional skills - would be a plus
  • Knowledge of EidosMedia Methode CMS - specifically print set-up.
  • Project management experience.
  • Basic coding language background, e.g. Python, Java, JavaScript, Shell
  • Familiar with any of the following search, monitoring, alerting and analytical tools: Datadog, Cloudwatch, Splunk, OpsGenie, Catchpoint, Soasta, NewRelic, Nagios, Cachethq, Grafana.
  • Familiar with FingerPost Information Processor (FIP)


The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.

The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?

#washpostlife

Company

Thank you for your interest in a career with The Washington Post. We invite you to review all of our open positions to find the one that's right for you. We look forward to receiving your resume!


Since it first began publication more than 130 years ago, The Washington Post has grown into one of the most storied and respected news organizations in the world. A subsidiary of The Washington Post Company, today's Post is the indispensable guide to Washington. In print, we enjoy the highest penetration of any major metropolitan newspaper in the United States. On the web, we have the third largest news website with 17 million unique visitors each month, and have recently launched a celebrated news app for the iPad. We serve Washington in all media, on any platform, including paid products, events, and tailored content.

More broadly, The Washington Post Company delivers quality products to today's students, readers and viewers. What unites our company is the immediacy of our products and services, created by teachers and tutors at Kaplan; reporters and editors at our media properties; and associates at Cable ONE.
Washington Post Media views its employees as its most valuable asset and provides a comprehensive benefits package to promote healthy and balanced lives at work and at home. We offer competitive salaries, opportunities for training and career advancement and an outstanding, progressive benefits package including:
Health and dental benefits
Flexible healthcare and dependent care spending accounts
401(k) and company-funded cash balance plan
Life and disability insurance
Tuition reimbursement
Adoption assistance
Domestic partner benefits
Employee assistance program
Employee referral program
 

Company info
Website
Location
1301 K Street, N.W.
 Washington
DC
20036
US
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