Job Description:

Role: Support Engineer

No of Positions: 2

Experience: 3+ years

Type: Full Time

Mandatory skills: OTT/ Live streaming experience, Excellent communicator, NOC experience

Location: Nanakramguda, Hyderabad (Work from Office Only) - No Work from Home. Preferably looking for candidates from Hyderabad. Other location candidates if interested should be willing to relocate to Hyderabad.

Shift: 24/7 Rotational shift (Should be flexible with all the shifts)

Working Hours: 7:30am to 5:30pm, 3:30am to 1:30am, 11:30pm to 9:30am

Notice Period: Immediate to 15 days only

Basic qualifications:

- 4+ years IT support operations experience with a minimum of 2 year in a Level-2 role as a point of escalation for frontline engineers.

- 2+ years of leading a team of support engineers in a NOC environment.

- Experience with ticket creation, including incident management and metrics reporting.

- Experience supporting microservices architecture.

- Proven ability to troubleshoot and identify the root cause of issues. You're a natural problem solver!

- Demonstrated skill and passion for operational excellence, efficiency, and process improvement.

- Fundamental understanding of networking concepts.

- Proven ability to troubleshoot and identify the root cause of issues. You're a natural problem solver!

- Demonstrated skill and passion for operational excellence and efficiency.

- Clear and concise verbal and written communication skills, and experience writing process and training documentation and technical papers.

- Strong organizational skills and a proven ability to multi-task.

- Excellent interpersonal and customer relationship skills.

- Familiarity with incident management software (Jira, ServiceNow etc.).

Key job functions:

- Execute multiple live streaming events concurrently; be the sole owner of many tier-1 live events for our customers making sure they have the highest quality experience.

- Work with senior engineers and other teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes.

- Deliver reports to senior leadership and follow up on post-event tasks.

- Aid in testing of operational tools that improve efficiency through automation.

- Drive long-term solutions to issues and eliminate risk of recurrence.

- Understand high-level technical aspects of streaming video systems and services and correlate a/v defects to root causes.

- Work on live video operations and maintenance, driving efficiency improvements through automation.

- Live event system and support reporting.

- Customer notification and workflow co-ordination with follow-up to maintain service level agreements.

- Creating and maintaining team specific knowledge-base articles and operational and training documentation.

- Onboarding new properties, ensure documentation is complete, tools are updated, and engineers trained prior to launch.

Preferred qualifications:

- Experience providing technical support for streaming video delivery pipelines and OTT consumer devices.

- Understanding of video encoding and transcoding technologies.

- Fundamental knowledge of AWS technologies.

- Experience with on-site, live video production or master control facility.

- Experience working with live streaming content.

- Understanding of IT service management best practices and frameworks.

- Ability to train and mentor other support engineers.