Production Support Engineer

ROLE SUMMARY

Lead Engineer - Production Support

KEY DUTIES AND RESPONSIBILITIES

Customer Issue Analysis & Root Cause Identification:

1. Take ownership of

   production/field issues reported by customers

   or operations teams.
2. Investigate

   production issues

   across multiple platforms (Web, iOS, Android, Smart TVs, LG, Samsung, Fire TV) and identify root causes (login, playback, subscription, CMS, integration touchpoints with CRM, Partner APIs etc.)

3. Collaborate with engineering, vendors, IT operations and support teams

   to drive resolution.

Debugging & Resolution Management:

1. Perform

   technical analysis

   of issues related to media streaming, playback, crashes, or player behavior using tools and logs.
2. Debug issues within

   OTT media players

   such as

   ExoPlayer, AVPlayer, Bitmovin, Shaka, Media3

   , ensuring smooth playback.
3. Debug content playback, CMS related issues with the relevant teams. Analyse and help resolve Subscription and CRM (Siebel, Comviva) specific issues and plan the fix based on priority.
4. Track issues to closure and ensure minimal impact on customer experience.
5. Conduct

   post-issue reviews

   to identify improvements and prevent recurrence.

Stakeholder Communication & Escalation Management:

1. Serve as the

   primary point of contact

   for issue tracking, resolution updates, and escalations.
2. Provide

   regular updates to stakeholders

   , including vendors, customers, and internal teams, ensuring transparency on issue status.
3. Document resolutions and key learnings to enhance operational processes.
4. Manage the scope of incoming issues, prioritizing them based on customer impact and business needs.
5. Coordinate across teams to ensure timely delivery of fixes, patches, or feature enhancements. Data Analysis & Reporting:
6. Provide regular status updates and detailed project reports to stakeholders and senior leadership.

Data Analysis & Reporting:

1. Leverage analytics tools to

   monitor product performance

   and identify underlying issues proactively.
2. Generate detailed reports for management and stakeholders, offering insights into trends, root causes, and issue resolutions.

Other Role Expectations

1. Self-driven with a keen eye for problem solving and skills to break-down a complex problem into a simpler solution or design or operation step
2. Should have experience at being agile and following Agile practices and principles.
3. Stay aligned with the goals of the organization and team – and always think & act in the larger interest.
4. Should be well-aware about the Industry Trends and have a good understanding of the Cloud Technologies and services available in the market.
5. Should be self-driven with a keen eye for problem solving and skills to break-down a complex problem into a simpler solution or design or operation step

TECHNICAL COMPETENCIES

• Strong understanding of

  media streaming technologies

  ,

  OTT players

  (e.g., ExoPlayer, AVPlayer, Bitmovin), and

  adaptive streaming protocols

  (HLS, DASH).
• Proven expertise in

  debugging production issues

  , identifying

  root causes

  , and coordinating resolutions.
• Experience with

  Android, iOS, SmartTVs, LG, Samsung, Fire TV

  devices for OTT product delivery.
• Exceptional

  communication and coordination skills

  to work with multiple internal and external stakeholders.
• Experience in

  defects analysis and management, escalations, and cross-functional collaboration

  .
• Familiarity with

  analytics tools

  for tracking product performance and deriving insights.

EDUCATION

BE / BTech / MTech / MCA/ MBA

PREFERRED EXPERIENCE

Proven expertise in debugging production issues, identifying root causes, and coordinating resolutions. Experience with Android, iOS, SmartTVs, LG, Samsung, Fire TV devices for OTT product delivery