Description

Job Details

Minimum Qualifications:

 

  • BA or BS degree in Electrical Engineering or Network/System Engineering background with a heavy focus on Television Broadcast, Streaming and OTT experience or equivalent practical experience. In lieu of a degree, 4 years of relevant experience.
  • Minimum of 1 year of relevant work experience deploying in a network or systems environment that enables Television Broadcast, Streaming and OTT services
  • Working experience in a Television Operations Center or a Internet Service Provider network operations center performing 24/7 monitoring of live video and audio streams

     

Responsibilities

 

  • Constant monitoring of alerts on monitoring tools, co-relate, respond by taking necessary actions for first time resolution(FTR).
  • As part of FTR, create tickets, troubleshoot issues by following defined SOP s and meeting to the stipulated SLA levels
  • Triage and escalate appropriately as necessary
  • End to end ownership till ticket closure
  • Validate problem descriptions, perform detailed diagnosis, track and update incident in trouble-ticketing system
  • Handling backlog tickets from previous shift and made sure the necessary follow ups done
  • Maintain track of external (Telco/Providers) maintenance requests and provide necessary support during the maintenance windows.
  • Communicate and handle escalated incidents and work closely with Customer and all stakeholders with regular outage notification
  • Provide regular feedback on troubleshooting where processes or documentation have gaps or inefficiencies
  • Able to identify network/video issues remotely by coordinating with vendors
  • Perform device RMAs based on defined processes
  • Perform any additional task assigned by team lead/manager
  • Assist with infrastructure documentation i.e system understanding docs, standard operating procedures, infrastructure diagrams
  • Active participation in Shift Handover call and provide updates on pending tickets for the next shift

     

Required Skills/Qualifications

 

  • 1 - 3 years of relevant experience as an analyst in a Video Network Operations Center(NOC) or technical support center technician/engineer or network troubleshooting involved with broadcast, streaming, OTT platforms, MVPD Operations
  • Excellent written and oral communication skills
  • Ability to collaborate and work with internal teams and external partners
  • Good Understanding of NOC monitoring tools and alert/event handling
  • Good understanding of ITIL processes
  • Experience with end to end incident management, ticketing/ticketing tools and supporting maintenance requests
  • Good understanding of data networking / data communications / video networking technologies
  • Experience in running and understanding the output of basic commands on device consoles/CLI (Linux Command Line, Juniper command line)
  • Basic knowledge of Audio/Video technologies (of MPEG-4/H.264, HEVC/H.265, ASI, MPEG2 Transport Streams, ASI, (HD-)SDI ATSC, PCM, AC3)
  • Experience in at least one video platform (e.g Telestream/Tektronix, Medius/Sentry, Sencore, Tag, etc) with solid understanding of all relevant video platforms.
  • Experience with a Video Delivery Network in at least two areas (e.g.: Acquire, Encode, Encrypt, Deliver).
  • Familiarity with American Sports events (Eg: MLB Baseball, College Football, NFL, NBA Basketball, etc.)
  • Must be willing to work in shifts, 24 x 7 operations

Key Skills
Education

Any Graduate

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