We are seeking a dedicated and proactive Streaming Support Engineer – Associateto join our team. The ideal candidate will be responsible for ensuring the smooth operation of our streaming services, providing support to our OTT Headends, and collaborating with cross-functional teams to resolve issues promptly. This role demands a high level of communication skills, ownership, technical expertise, and the ability to work in a fast-paced environment.
Key Responsibilities:
- Proactive Engagement:
- Demonstrate a strong intent to work on reported issues, taking the initiative to resolve problems promptly and effectively.
- Daily Health Checks:
- Create, update and follow up on tickets when an issue is reported or when issues are observed during pre, mid and post platform health checks.
- Ensure that all streaming services and related infrastructure are functioning optimally.
- Ownership and Responsibility:
- Take full ownership of assigned tasks, ensuring that issues are addressed thoroughly and in a timely manner.
- Liaise with internal teams and 3rd party OEM’s on resolutions until issues are completely resolved.
- Root Cause Analysis (RCA):
- Conduct comprehensive Root Cause Analysis (RCA) for every issue encountered, documenting findings and implementing solutions to prevent recurrence.
- Cross-Team Interaction:
- Collaborate effectively with Operations, Engineering and Development teams, to resolve complex issues that may require deep dive analysis.
- Configuration and Workflow Expertise:
- Possess the expertise to make configuration changes, update workflows, and test these changes to ensure they are working as expected without impacting live services.
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- Debugging and Solution Provision:
- Identify root causes of issues, suggest effective resolutions, triage issues where required and validate the changes made to ensure the problem is resolved.
- Provide on-the-spot troubleshooting and debugging support during events.
- Documentation and Knowledge Sharing:
- Create and maintain thorough documentation for all processes, configurations, and RCA findings.
- Share knowledge and best practices with the wider teams to foster continuous improvement.
- 24x7 Shift Rotation:
- 24x7 rotational shift schedule, including weekend coverage, to ensure continuous support for live events and streaming services globally.
