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<p><strong>Purpose of the Position</strong></p>
<ul>
<li>The purpose of the Technical Support Engineer role is to provide monitoring, comprehensive and organic support to event management of the platform and it’s integrative components.</li>
</ul>
<p><strong>Key Performance Objectives </strong></p>
<ul>
<li>Platform Monitoring & Incident Response</li>
<li>Monitor platform health using observability tools (e.g., Truewatch, Amplitude, Bidmovin).</li>
<li>Detect and respond to anomalies, service degradation, or outages in real-time.</li>
<li>Escalate critical incidents to engineering or DevOps teams with detailed diagnostics.</li>
<li>Checking of Live TV and VOD streams for errors, buffering, etc.</li>
<li>Provide technical support during live streaming events, including pre-event checks, real-time monitoring, and post-event analysis.</li>
<li>Coordinate with content, operations, and engineering teams to ensure smooth execution of scheduled events.</li>
<li>Troubleshoot and resolve issues related to streaming platforms.</li>
<li>Initiation of War Rooms for high priority issues.</li>
<li>Completion of Technical Root Cause Analyses documents for high priority issues.</li>
<li>Updates, follow ups and resolution of incident tickets.
<p><strong>Collaboration & Communication </strong></li>
<li>Participate in on-call rotations and provide after-hours support for critical events or incidents.</li>
<li>Working closely with all teams, to understand new developments and requirements, and implementation of new solutions, features and new integrations.</li>
<li>Updating Mission Control group during management of escalations.</li>
<li>Maintaining communications to stakeholders during management of escalations.
<p><strong>Root Cause Analysis & Reporting </strong></li>
<li>Conduct root cause analysis (RCA) for major incidents and recurring issues.</li>
<li>Document findings and contribute to knowledge base articles.</li>
<li>Recommend preventive measures and improvements to reduce incident recurrence.
<p><strong>System Integration & Component Support </strong></li>
<li>Support integrations with third-party services (e.g., CDNs, payment gateways, DRM providers).</li>
<li>Capacity planning with third parties for High Profile Events(Irdeto, Invidi, etc)</li>
<li>Assist in onboarding and testing of new platform features or partner integrations.
<p><strong>Customer Issue Resolution</strong><strong> </strong></li>
<li>Investigate and resolve customer-reported issues related to playback, access, subscriptions, or content availability.</li>
<li>Reproduce issues in production environment and provide detailed bug reports to development teams.</li>
<li>Maintain high-quality communication with customers and customer care teams, ensuring timely updates and resolutions.
<p><strong>Qualifications</strong></li>
<li>National Diploma IT required.</li>
<li>Degree in IT/Computer Science Advantageous</li>
<li>Certification in IT Service Management (ISM) Advantageous.<strong>Experience</strong></li>
<li>2+ years of experience in system support.</li>
<li>Exposure within a 24/7 platform monitoring environment.</li>
<li>Experience with event management of a platform.</li>
<li>Experience with management of integrative components (advantageous).</li>
<li>Incident and Problem Management experience (advantageous).</li>
<li>Understanding of API’s and Cloud.</li>
<li> Understanding of the technical landscape within Streaming Technology (advantageous</li>
</ul>
<p>Apply here <span style="color: #0000ff"><a style="color: #0000ff" href="https://careers.multichoice.com/Careers/Vacancy/HRF_VACANCY_SEARCH_CAREERS_BLOCK.aspx">https://careers.multichoice.com/Careers/Vacancy/HRF_VACANCY_SEARCH_CAREERS_BLOCK.aspx</a></span></p>
<p>Closing Date: 15 Aug 2025</p>
