Job Title

Experience: 3+yearsOffice Location: Hyderabad (No WFH)Shift: Rotational ShiftNotice Period: Immediate Joiners onlyPrimary Skills:- OTT/Live Streaming (or) Online Gaming Support Hands-On Experience - Fundamental knowledge of AWS technologies and networking concepts - Excellent CommunicatorKey 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 launchBasic 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 skillsPreferred 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.