We are seeking an Collaboration Media Operational Engineer in London (UK) location to provide leadership to our Audio/Visual/Video Conferencing/Collaboration services in Meta's key EMEA campus'. This position is part of the Enterprise Engineering organization, so candidates must be passionate about technology, customer service and have the ability to thrive in a fast-paced, high-pressure environment. This dynamic leader will work with multiple cross-functional teams to ensure comprehensive support of our VC environment and supported services. We are looking for a customer service-oriented individual that is diligent, detail-oriented, proactive, works very well both independently and in a team, and has demonstrated abilities for sound judgment and decision-making. The ideal candidate will be passionate about exploring and building on our unique company culture. They will bring fresh ideas and candid feedback and excel at working collaboratively with high-level managers and teammates alike. You should be process driven and be able to create stable reliable processes for repeatable and successful customer support .

• Interface with and support C-level executives with any and all issues around call quality and when necessary provide white-glove support
• Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems
• During escalations engage cross functional partners as appropriate in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved
• Ability to manage collaboration projects of varying size and complexity, ability to read and understand project construction documents and keys
• Oversight of contractors and vendors working on the AV-VC systems, supervision and signing off on break-fix repairs, upgrades, or new build installations. Takes responsibility for quality and consistency of video conferencing service in the region.
• Must be comfortable working through ambiguity/unknowns and establishing a critical path through projects with multiple cross functional partners
• Observe and comply with Meta's policies and procedures in compliance with organizational aims and objectives
• Uses the trouble-ticket system to manage, track, and resolve assigned trouble tickets. Follows SLA guidelines for response promptness to all tasks.
• Understand and use data quality tools and be able to analyze call quality and debug cisco errors.
• Communicates with the onsite teams for all High-Pri calls to adequately test and prepare physical space as well ensure quality of multipoint call.

• 5 years or more of experience working in a distributed global operations team
• 5 years or more of proven experience running projects/programs within an enterprise level organization
• 5 years or more of experience working with video conferencing technologies (Cisco, Polycom, Zoom, Bluejeans, etc.)
• Working experience in a service measurement and KPI capacity, co-creating and driving visualizations (dashboards and presentations)
• Experienced in managing executive level escalations and providing periodic updates to leadership
• Communication and interpersonal experience, including relationship building and collaboration within a cross-functional leadership team.
• Able to interpret data tools and logs from video conference endpoints.

• Knowledge of backend voice and video protocols such as SIP and H323
• Previous AV integration and deployment experience
• Experience with AV project management
• Experience with vendor oversight