Service Assurance Engineer
2 days ago
At Foxtel Group, we're a cutting-edge digital business that brings together sports, entertainment, and technology to deliver a unique, world-class streaming experience to our customers and fans.
As a Service Assurance - NoC Engineer, you'll play a critical role in monitoring, identifying, and handling faults to ensure end-to-end service assurance for our internal systems and OTT platforms, including Hubbl, Kayo Sports, Binge, and Flash.
Key Responsibilities:- Proactively monitor network alerts and events, troubleshoot, and resolve issues to minimize downtime and ensure uninterrupted services.
- Lead major incident management efforts, engaging cross-functional response teams to quickly resolve critical issues and minimize business and product impacts.
- Monitor streaming IP delivery platforms and associated systems.
- Collaborate with third parties for incident management and scheduled/unscheduled events related to IP, CDN, broadcast, and technology platforms.
- Maintain and administer monitoring tools and support applications.
- Facilitate and participate in change control following best practice and business requirements.
- Conduct routine network checks and audits to identify potential vulnerabilities and performance bottlenecks, taking proactive measures to address them.
- Manage service assurance processes to monitor service availability, reliability, and performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and maintain documentation related to network configurations, procedures, and troubleshooting guides to facilitate knowledge sharing and continuity.
- Fault finding and troubleshooting to eliminate problems using ITIL Framework.
- Escalation POC for customer-impacting incidents to internal or external teams, initiate SMS alarms, and BCP first event notification.
- Undertake, coordinate, and/or oversee acceptance testing of new applications and features of Foxtel systems and products.
- Improve platform performance and stability through processes, scripts, reporting, etc.
- 3-5 years of experience in a technical assurance/helpdesk role, preferably in an Enterprise NOC environment, supporting networks or engineering within the OTT space.
- High-level understanding of enterprise IT, APIs, service interactions, web video technology, CDNs, and Cloud.
- Understanding of IOS, Android, Connected TV operating environments.
- Experience with OTT monitoring tools like Conviva, Youbora, or Mux is desirable but not essential, as is experience from Video and OTT.
- Ability to work rotating shift roster including regular night and weekend shifts.
- Demonstrated tolerance for high-volume workload and multi-tasking abilities.
- Work well in a busy team, being quick to learn and able to deal with a range of issues autonomously.
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