Provide support during major product and content launch events.
Recreate customer facing issues across a variety of devices
Respond to automated alarms/alerts and carry out defined analysis, triaging, and/or escalate to relevant engineering teams within agreed SLAs.
Analyse all client issues escalated by customer service teams, as well as internal production/content operation teams, being the primary point of contact.
Ensure all issues are logged and tracked through to resolution, leveraging the ITIL principle of Incident, Problem, and Change management.
Ensure detailed shift handover among colleagues.
Provide support to the Staff Specialists and Operations Managers in the management of high priority outages as needed, providing stakeholder communications at agreed intervals until resolution of the issue with root cause is determined.
Coordinate with vendors and 3rd party suppliers on relevant issue reporting/resolution, post-incident reports, onboardings, service reviews, and system migrations/deployments.
Engage in regular internal stakeholder meetings (customer services, production/content operations, QA team, product owners and engineering teams).
Perform sanity checks on back-end systems/front-end platforms after deployments and releases and provide feedback to engineering teams regularly.
Update department supports documentation promptly to reflect all changes (Knowledgebase, Run Books, etc..).

Qualifications

Previous experience working in digital technical operations or media operations environment.
Experience in monitoring and supporting OTT platforms.
Working experience in handling HD and SD video feed input.
Working experience with CMS and EPG systems.
Education - Preferred bachelors degree in Digital Media, Information Systems, Computer Science, Business Administration, or related field or equivalent experience.
Working knowledge of Confluence, MS Suite or similar computer software systems.
Working experience in cloud environments particularly AWS or Azure.
Must be able to work independently and prioritise workload to complete tasks promptly.
Able to work without supervision, combining initiative with discretion.
Excellent written and verbal communication skills and a friendly disposition.
Able to communicate technical matters to technical and non-technical audiences.
Excellent interpersonal skills.
PagerDuty, ServiceNow, Jira or similar Incident Management application experience.
Understand and be able to work with monitoring systems and related technologies.
Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.

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