Creative Technology Systems And Operations Specialist - Global (hyderabad, India)

Creative Technology Systems and Operations Specialist - Global (Hyderabad, India)

Hyderabad, India

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

Role

As a Netflix Creative Technology Experience Specialist based in Hyderabad, India, you will be part of a global team dedicated to delivering exceptional technology support and solutions for Netflix's creative studios, including Games, VFX, and Post-Production. You will ensure high-quality, innovative, and reliable technical operations that empower our creative partners to produce world-class entertainment.

You'll work closely with artists, engineers, production staff, and cross-functional technology teams to maintain high-performance environments, optimize workflows, and resolve complex technical issues. Your expertise will shape the user experience, drive continuous improvement, and help Netflix set the standard for creative technology in the entertainment industry.

Responsibilities

Own Technology Operations & Onsite Support Experience

• Oversee daily technology operations and own the onsite experience for the assigned Netflix region, ensuring high-quality IT support and infrastructure management tailored to the needs of game development teams.
• Provide specialized technical support for Game/VFX studios, addressing issues related to hardware, software, cloud services, and real-time collaboration tools.
• Partner with N-Tech Technology Experience, A/V, Sourcing, Engineering, and studio operations teams to ensure the stability and scalability of facility and production environments.
• Support and optimize Game/VFX studio networking, storage, and compute infrastructure, ensuring smooth operations for artists, designers, and engineers.
• Proactively monitor, troubleshoot, and resolve issues impacting game production workflows across game engines, DCC tools, pipeline automation, and asset management systems.

Serve as the escalation point for N-Tech teams and high-priority issues

• Serve as the escalation point for N-Tech teams and high-priority issues, acting swiftly to address critical technical incidents and leading incident response efforts.
• Curate insights. Create and maintain all root cause analysis reports after an escalation to identify workflows or systems to help mitigate recurring issues.
• Troubleshooting + escalation to various engineering partners.
• Collaborate with cross-functional partners to proactively identify issues as they arise and conduct retrospective analysis on large-scale issues.

Drive Improvement in AI-Enhanced Technology Experience for Creative Workforce

• Develop and continuously evolve QA processes and runbook documentation to advance the effectiveness and scalability of AI-driven agentic support, empowering creative teams and technical stakeholders to self-serve, troubleshoot, and resolve issues autonomously.
• Create intelligent how-to and Tier 0 self-help resources, ensuring timely engagement of cross-functional engineering partners and stakeholders to build and drive these initiatives.

Blend deep knowledge of how users experience products with qualitative and quantitative data in order to help our Workforce Productivity team reduce friction and complexity in the end-to-end user experience.

• Tell data-driven stories around how users experience friction with technology, with the goal of influencing Product, Engineering, and partners to reduce complexity and improve productivity with technology.
• Drive frictionless user experiences by developing strong, trusting relationships with partners, stakeholders, and N-Tech SREs.
• Provide escalated support for issues that cannot be solved by N-Tech Technology Experience (NTE) and cross-functional SME's (i.e., support that requires additional knowledge of user workflow, deeper subject matter expertise, etc).
• Designing the most optimal and scalable service path to ensure that N-Tech scales (ie determine what work goes back to Product, etc).

Necessary Skills & Experience

• Ability to strategically think both technically and business-wise, with a knack for building strong cross-functional partnerships.
• Experience with studio network architecture, high-performance storage, and cloud-based development environments.
• Proven knowledge of troubleshooting MacOS/Windows, SaaS applications, AV systems, and complex technical issues across hardware, software, and networking.
• Experience supporting Game/VFX development engines (Unreal, Unity) and DCC tools (Maya, Blender, Houdini, ZBrush, Nuke).
• Strong understanding of Game/VFX pipelines, automation, and version control systems (Perforce, Git).
• Familiarity with remote workstation technologies such as Teradici, Citrix, and VDI.
• Familiarity with asset tracking, management, and deployment, along with experience in hardware/software management and IT operations.
• Strong analytical skills to identify trends, optimize workflows, and improve support models.
• Ability to analyze support data to identify trends for product and operational improvement.
• Excellent interpersonal and communication skills, both written and verbal.
• Proven ability to compose clear process and procedure documentation on complex topics.
• Proven ability to work independently with minimal supervision; must be a self-motivated self-starter who can initiate ideas amidst ambiguity.
• Ability to act as the informed captain and lead new initiatives concerning workflows and support.
• Flexible amid an ever-changing and growing environment, with the ability to prioritize and resolve technical issues efficiently in a fast-paced setting.
• Experience using JIRA, Confluence, Kibana, Tableau, Zendesk, and other ITSM tools.
• Experience working with distributed and remote teams in a global game development environment.
• Passion for Games, VFX, Animation, and Entertainment Technology.