We are looking for a Production Support Executive – OTT / Digital Media to support the day-to-day operations and monitoring of our live OTT platform.

The role will be responsible for monitoring platform health, identifying and logging production incidents, coordinating with Engineering, Cloud/DevOps, IT Infrastructure, QA and external technology vendors, and ensuring operational issues are tracked through to resolution.

This is an operations and production-support role, not a software development or Cloud/DevOps engineering position.

Key Responsibilities

- Monitor production dashboards, alerts and overall platform health.
- Perform scheduled platform and service-health checks.
- Identify, log and track production incidents.
- Create and maintain incident tickets in Jira.
- Support P1/P2/P3/P4 incident classification and escalation.
- Coordinate with Engineering, Cloud/DevOps and external vendors for issue resolution.
- Track incidents and follow up with respective owners until closure.
- Maintain incident timelines and operational records.
- Track SLA, acknowledgement and resolution performance.
- Support reporting of MTTA and MTTR.
- Identify recurring production issues and escalate trends to the Production Operations Lead.
- Support RCA (Root Cause Analysis) and corrective-action tracking.
- Maintain operational checklists, runbooks and documentation.
- Assist with production-readiness checks during releases.




- Validate platform functionality after incidents and deployments.
- Coordinate with Customer Support and Content Operations when production issues impact customers.
- Maintain operational Jira queues and dashboards.
- Prepare weekly and monthly production operations reports.
- Participate in rotational shift/on-call support as required.

Required Skills

- 1–3 years of experience in Production Support / Application Support / Platform Operations.
- Experience with incident and ticket management.
- Hands-on exposure to monitoring and alerting tools.
- Knowledge of Grafana or similar monitoring platforms.
- Working knowledge of Jira or equivalent ticketing tools.
- Basic understanding of APIs and web/mobile applications.
- Basic understanding of cloud infrastructure.
- Basic log analysis and troubleshooting skills.
- Understanding of SLA tracking and operational reporting.
- Good knowledge of Excel / Google Sheets.
- Strong documentation and communication skills.
- Ability to follow defined operational processes.
- Strong ownership, coordination and follow-through.

Ideal Candidate

We are looking for someone who is comfortable working in a 24×7 OTT/digital media workplace, can monitor live platform operations, quickly identify issues, coordinate with technical teams and ensure incidents are followed through until resolution.

Pay: ₹15,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Production Support Executive – OTT / Digital Media (Sahibzada Ajit Singh Nagar)
🏢 Saganova Media Group
📍 Sahibzada Ajit Singh Nagar