Location: Bangalore
Experience: 4–5 Years
Band: BPO 3/4
Salary: Up to ₹12 LPA
Work Schedule: Willingness to work weekends and any assigned shift
Work Environment: Live TV / Media / OTT Operations

Job Overview

We are looking for an experienced Team Lead – Live TV & Media Operations to manage and oversee live television, live sports, and Video-on-Demand (VOD) operations. The candidate will be responsible for monitoring live content operations, ensuring SLA adherence, managing escalations, maintaining quality standards, and leading a team to deliver seamless media operations.

The ideal candidate should have prior experience in a live operations or time-sensitive environment, strong people management skills, and the ability to monitor multiple live video feeds while maintaining accuracy and operational efficiency.

Key Responsibilities

- Monitor and manage live TV operations to ensure smooth delivery and adherence to defined SLAs.

- Oversee monitoring and processing of live programs, video feeds, and scheduled content using in-house tools and dashboards.

- Maintain continuous awareness of multiple simultaneous video feeds and identify program start/end cues, interruptions, and operational issues.

- Assign tasks to team members and follow up to ensure timely and accurate completion.

- Provide regular feedback, coaching, and performance improvement plans to team members.

- Monitor chats, emails, ticketing systems, and internal tools for customer updates, escalations, and vendor communications.

- Manage operational escalations and coordinate with clients, internal teams, cross-functional stakeholders, and external vendors to resolve issues.





- Conduct quality checks and audits of team activities to ensure process compliance and accuracy.

- Perform Root Cause Analysis (RCA), identify recurring issues, and implement corrective and preventive actions.

- Create, update, and maintain Standard Operating Procedures (SOPs) and process documentation.

- Identify workflow gaps and recommend process improvements to enhance operational efficiency.

- Participate in regular client calls, maintain strong client relationships, and contribute to client and internal reviews.

- Prepare operational reports, analyze team metrics, and present performance updates to stakeholders.

- Support internal audits, governance requirements, and documentation activities.

Required Skills & Competencies

- Strong knowledge of Live TV, Live Sports, Video-on-Demand (VOD), and OTT operations.

- Experience in team leadership, people management, and process management.

- Prior experience in live operations or other time-sensitive environments.

- Ability to monitor multiple live video streams for extended periods with robust attention to detail.

- Understanding of program scheduling, airing processes, and live content monitoring.

- Experience with CRM platforms, ticketing systems, workflow tools, and operational dashboards.

- Strong troubleshooting, escalation management, and problem-solving skills.

- Knowledge of Root Cause Analysis (RCA), SOP management, quality audits, and process governance.





- Experience in client communication, vendor coordination, and stakeholder management.

- Strong reporting, data analysis, and performance metrics management skills.

- Proficiency in Google Chrome, Google Workspace, Google Suite, and related applications.

- Familiarity with multiple devices, including iOS and Android mobiles, iPads, tablets, Smart TVs, and Xbox.

- Excellent verbal and written communication skills.

- Strong multitasking, prioritization, and time management abilities.

Eligibility Criteria

- 4–5 years of overall professional experience.

- Minimum 3 years of experience in a team leadership or people management role.

- Experience in Live TV, Live Sports, OTT, Video-on-Demand, or other time-sensitive operations is preferred.

- Candidates with experience in call centres, help desks, or Network Operations Centres (NOC) may also be considered if they have relevant live operations and team management exposure.

- Ability to work under pressure and manage multiple priorities effectively.

- Strong client-handling and stakeholder coordination capabilities.

Work Schedule & Flexibility

- Must be willing to work every weekend as per operational requirements.

- Must be flexible to work any assigned shift.

- Shifts will be assigned without rotation between shifts.

- Must be willing to extend working hours when required by the client; such extensions are not expected to be a regular occurrence.

Additional Information

- Ex-TCS employees are not eligible to apply.

- PAN and Date of Birth (DOB) are required for candidate profile creation. These details should be shared securely through the approved recruitment process.

📌 Team Lead - Live TV & Media Operations (Bengaluru)
🏢 Gratitude
📍 Bengaluru