Role & responsibilities:

OTT Platform Support
- Manage and resolve L2-level tickets related to subscription, entitlement, playback, partner activation, and account management on the OTT platform
- Investigate and triage issues across multiple OTT partners (Prime, Hotstar, Zee5, Lionsgate, Apple TV etc.)
- Perform backend reconciliation, CMS refresh, and manual account correction for user-impacting issues
- Identify and report bugs - document reproduction steps, impact assessment, and raise JIRA tickets for L3/Dev team action
- Handle field issues and end-user escalations - investigate device-specific, network-related, and app-side issues reported by end users or field teams

Customer-Facing Responsibilities
- Act as the escalation point for complex customer issues that cannot be resolved at L1/CO level
- Communicate resolution status, workarounds, and timelines clearly to internal stakeholders and client teams
- Draft customer-facing updates, status notifications, and closure communications for escalated cases




- Maintain qualified and timely communication with Tata Play client contacts during active incidents and issue investigations

NOC Monitoring
- Monitor platform health, uptime, and key KPIs across TPMA, Binge, and partner apps during assigned shifts
- Identify and escalate P1/P2 incidents proactively - before client impact
- Maintain NOC dashboards and daily/weekly monitoring reports
- Ensure SLA compliance and track open ticket aging across queues
- Support the Incident Manager during major outages - bridge calls, status updates, RCA coordination

Incident Management
- Own end-to-end incident lifecycle - detection, triage, escalation, resolution, and post-incident review
- Coordinate bridge calls and cross-team communication during P1/P2 incidents
- Draft and share incident notifications, status updates, and RCA reports within defined SLA timelines
- Maintain incident logs and ensure all major incidents are documented with corrective and preventive action

📌 Senior Application Support Engineer (Noida)
🏢 To The New
📍 Noida