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.
- Explicit 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.
📌 Support Engineer - OTT & Live Streaming (India)
🏢 TEKsystems
📍 India
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