Vito Mazzella

Experience

• 

  Sky Italia

  Dec 2006 - Mar 2016

  🔸 Management of the correct scrambling of the contents usable by the customer base according the vision package subscribed🔸 Management of business requests in technological terms, from project SAL, requirements analysis, up to the deployment and delivery phase of the product🔸 Brand and re-branding management, event profiles of the product distributed in pull mode on Video On Demand, following the launch of the service, translation of business requests with Stakeholders for the release of new services and capabilities related to the Sky On Demand service🔸 Management of the protection of the contents provided for the SAT and Streaming platforms with particular focus on operational support for the systems and applications involved for the provision of services Show less 🔸 H24/7 Technical Operator on the control of the broadcasting of all services related to the broadcast transmission of TV channels (DTH, Free to Air, Other Free to Air) delivered on the various set-top-boxes in the field.🔸 Checks on the correct insertion, elimination and change of technical parameters of TV channels, EPG information for TV Guide, conditional access for the use of contents, interactive applications according to the programming of schedules and in the vicinity of major events and live TV🔸 Management of satellite transmission equipment such as: multiplexer, encoder, ASI / SDI matrices. Monitoring and resolution of problems in case of faults for the relevant systems during the provision of audio, video and data services for TV channels and Interactive Applications🔸 Development of an automatic console for monitoring and controlling the encoding of TV channels in pay-per-view mode for the Business, Bar and Hotel customer base Show less

  • IT Senior Software Engineer - Content Access Criteria

    May 2009 - Mar 2016

  • IT Technical Operation Specialist - Technical Operation Center

    Dec 2006 - Apr 2009
• 

  Sky Italia

  Jun 2016 - now

  Main activities:🔸 Managing client escalations through backlog analysis, in order to reduce customer dissatisfaction and SLA penalties🔸 Developing and measuring the way our service agents communicate and deliver service to our customers while performing evaluations on each channel based on our Service Guideline🔸 Support the Wholesalers Service with an individual overview of current SLAs and KPI 🔸 Analyzing and reporting quality scores and operations data to identify trends and improvement opportunities🔸 Coaching agents to support them improve their performances🔸 Initiating and delivering improvement projects based on quality assessments Show less 🔸 Ensure that VOD catalogue, AdSmart and HIP are always available to the customers, metadata are correctly delivered to our STB and APP, new features are released with no impact. Customer focused firstly.🔸 Managing VOD catalogue: supporting different groups, monitoring overall performance of the catalogue, configuring EventProfiles, branding of the assets and catalogue rework 🔸 Participating to the launch of new features: starting from the SAL to tests supporting up to the launch in live, developing all the needs to operationals management (BAU) 🔸 Managing AdSmart: campaigns, profiles, assets to be downloaded to STB, developing a monitoring that collects all the data from the other components in order to prevent problems 🔸Managing HIP: analyzing and solving daily issues on IPA interface and Telco check🔸 Supporting lab enviroments🔸 KPIs: analyzing and defining KPIs in order to guarantee excellence operation Show less 🔸 Ensure that services info are correctly showed, metadata are delivered to our STB and APP, scrambling is correctly configured on all the channels, new features are released with no impact. Customer focused firstly.🔸 Managing all the operations related to channels lineup and metadata info (DTH, DTT, HIP, Q, BBH) : accomplishing planned activites, Business requests, strategic projects, incidents solving🔸 Scrambling of all channels: defining CA rules, configuring all the PPV offers (residential, BBH), set up of promo free vision, content protection requirement 🔸 Participating to the launch of new features: starting from the SAL to tests supporting up to the launch in live, where we integrate monitoring tools, reporting to external Depts, all the needs to operationals management (BAU)🔸 Reporting : developing many reports used by other groups 🔸 Supporting lab enviroments🔸 KPIs: analyzing and defining KPIs in order to guarantee excellence operation Show less

  • Broadband Onboarding Specialist | Digital & Customer Operations | Ops&Finance

    Jun 2023 - now

  • Broadband QA Sr. Specialist at Sky Italia | Escalation & Claims | Technical Interaction Wholesaler

    Oct 2021 - Dec 2023

  • IT Senior Software and Application Engineer - Broadband Metadata System

    Oct 2018 - Oct 2021

  • IT Senior Software and Application Engineer - Broadcast Metadata System

    Jun 2016 - Sept 2018