AV Operations Engineer

Details

IT operations role responsible for managing the escalations queue of the video collaboration function. This hands-on position resolves issues related to video conferencing, digital signage, meeting rooms, auditoriums, and office audio and video systems, including onsite event support. The role also implements solutions to prevent recurring issues.

The Video Collaboration team is responsible for implementing and supporting Booking.com's internal video collaboration solutions. The role supports highly reliable, well-performing video solutions within the company's ecosystem and collaborates with Corporate Network, Security, Real Estate, IT Infrastructure, and IT Support teams. The position operates with minimal supervision and requires deep knowledge of relevant systems and independent judgment.

Responsibilities

• Evaluate potential architecture solutions based on cost, business requirements, technology requirements, and emerging technologies.
• Describe the implications of changing existing systems or adding new systems by maintaining a broad understanding of infrastructure and system architecture.
• Design adaptable solutions that meet current business requirements and allow for future enhancements.
• Resolve live production issues and mitigate customer impact within SLA.
• Improve system reliability through root cause analysis and long-term solutions.
• Contribute to postmortem processes and incident logging.
• Implement temporary solutions under pressure during live events.
• Reduce technical debt, identify bottlenecks, and prepare infrastructure for scaling.
• Reduce operational and maintenance costs through new technologies, automation, and vendor collaboration.
• Implement small features to improve the availability, scalability, latency, and efficiency of AV installations.
• Monitor production systems and network infrastructure using observability metrics, business KPIs, and capacity planning.
• Partner with engineering teams to establish appropriate observability metrics and identify monitoring gaps.
• Secure production systems and network infrastructure according to company and industry security best practices.
• Maintain compliance and improve working practices.
• Document production system and network infrastructure architecture.
• Write and maintain runbooks and operational documentation, and define procedures for restoring normal operations.
• Ensure AV systems are correctly installed according to engineering standards.
• Identify patterns and underlying issues in complex situations using logical and analytical thinking.
• Identify and implement process, system, and structural improvements.
• Communicate clearly with technical and non-technical stakeholders and collaborate effectively across the organization.
• Support and communicate effectively with senior leadership.

Stakeholders

• Team Manager
• IT Support
• IT infrastructure, networking, and security teams
• Real Estate and Office Management
• Senior Leadership, Internal Communications, and LT Coordinators

Requirements

• Education is not required.
• 1–3 years of relevant job knowledge; basic job knowledge level.
• Knowledge of video conferencing platforms such as Zoom, Google Meet, Cisco WebEx, BlueJeans, and Pexip.
• Familiarity with AV equipment and terminology, including cameras, video conferencing devices, sound boards, DSP, DTP, gain staging, and XLR.
• Experience with AV hardware such as Crestron and Extron.
• Ability 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.