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Service Assurance Engineer
2 months 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 resolving faults to ensure end-to-end service quality 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.
- Exposure or understanding of HTTP/REST and Microservices, network/platform monitoring tools, and ticketing systems, as well as monitoring tools such as New Relic, Service Now, Confluence/Jira, APM, AppDynamic, Cloud Watch, Kibana.
- 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.
A career with us means working across one or more of our brands, including Foxtel, Kayo, BINGE, Flash, Fox Sports, and Foxtel Media. When you join, the perks at work are taken care of.
- Attractive leave entitlements – Paid parental leave program, a day off to celebrate your Birthday, Volunteer and Cultural Leave.
- Internal meeting-free zones to help you manage your wellbeing.
- Access to LIVE events and FOXFIT Wellbeing classes.
- Free merch upon arrival to make sure you have all the tools you need.
- Free Foxtel products, discounted Broadband and Streaming services.
