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Job Description & How to Apply Below
3+years
Office
Location:
Hyderabad (No WFH)
Shift: Rotational Shift
Notice Period: Immediate Joiners only
Primary
Skills:
OTT/Live Streaming (or) Online Gaming Support Hands-On Experience
Fundamental knowledge of AWS technologies and networking concepts
Excellent Communicator
Key job functions
Execute multiple live streaming broadcasts concurrently; be the sole owner of many live broadcasts for our customers making sure they have the highest quality experience.
Work with senior engineers and service teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes
Understand technical aspects of streaming video systems and services and correlate a/v defects to root causes.
Deliver reports to senior leadership and follow up on post-event tasks
Aid in the development and testing of operational tools that improve efficiency through automation
Drive long-term solutions to issues and eliminate risk of recurrence.
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
Basic qualifications
3+ years IT support operations experience with a minimum of 1 year in a Level-2 role as a point of escalation for frontline engineers
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
Clear 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
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 and networking concepts
Experience with on-site, live video production or master control facility
Experience in a technical customer support role
Experience in a technical QA role
Experience working in live sports
Experience with software development or scripting in common languages like JavaScript/React/Typescript or Python.
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