Support Engineer - OTT & Live Streaming

Job Description:Role: Support EngineerNo of Positions: 2Experience: 3+ yearsType: Full TimeMandatory skills: OTT/ Live streaming experience, Excellent communicator, NOC experienceLocation: Nanakramguda, Hyderabad (Work from Office Only) - No Work from Home. Preferably looking for candidates from Hyderabad. Other location candidates if interested should be willing to relocate to Hyderabad.Shift: 24/7 Rotational shift (Should be flexible with all the shifts)Working Hours: 7:30am to 5:30pm, 3:30am to 1:30am, 11:30pm to 9:30amNotice Period: Immediate to 15 days onlyBasic qualifications:- 4+ years IT support operations experience with a minimum of 2 year in a Level-2 role as a point of escalation for frontline engineers.- 2+ years of leading a team of support engineers in a NOC environment.- 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.- Fundamental understanding of networking concepts.- Proven ability to troubleshoot and identify the root cause of issues. You're a natural problem solver!- Demonstrated skill and passion for operational excellence and efficiency.- 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.- Familiarity with incident management software (Jira, ServiceNow etc.).Key job functions:- Execute multiple live streaming events concurrently; be the sole owner of many tier-1 live events for our customers making sure they have the highest quality experience.- Work with senior engineers and other teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes.- Deliver reports to senior leadership and follow up on post-event tasks.- Aid in testing of operational tools that improve efficiency through automation.- Drive long-term solutions to issues and eliminate risk of recurrence.- Understand high-level technical aspects of streaming video systems and services and correlate a/v defects to root causes.- Work on live video operations and maintenance, driving efficiency improvements through automation.- Live event system and support reporting.- 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.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.- Experience with on-site, live video production or master control facility.- Experience working with live streaming content.- Understanding of IT service management best practices and frameworks.- Ability to train and mentor other support engineers. (ref:hirist.tech)