Description:


:
Role: Product Support Engineer (24x7 Support) Experience: 3+ Years Location: Noida, Sec 62
Department: Operations Job Level: Junior / Mid Core Hours: After hours, weekend and public holidays. Hours will vary week to week, month to month. Shifts 3PM to 11PM, 11PM to 9AM, 12-hour shifts on weekends & public holidays (9am to 9pm and 9pm to 9am) All Sydney times.
Reports to: Service Delivery Manager
Key stakeholders/ relationships: Service Delivery Manager \xc2\xb7 Infrastructure Team \xc2\xb7 Software Development Team \xc2\xb7 Software Testing Team \xc2\xb7 Client contacts - MediaHQ users \xc2\xb7 Architects
Position Type: Full-Time
Primary Objective/s: Responsible for the proactive monitoring, troubleshooting and escalation of performance, faults and user issues relating our MediaHQ Platform and related services. Be the initial afterhours resource to triage alerts or receive customer contact, determine the severity of the problem, and escalate accordingly.
Accountabilities & Responsibilities:

1.
Manipulate media content via a content management system.

2.
Monitor streaming of live events.

3.
Answer phone enquiries.

4.
Handle incident triage and troubleshooting.

5.
Manage incident communication and escalations.

6.
Write, test, and refactor scripts.

7.
Perform basic maintenance tasks.

8.
Create and maintain process\\incident documentation.

9.
Monitor platform performance (using dashboards, running scripts, and monitoring software)
Key competencies / attributes required:

• 
  Have good verbal and written communication skills in English.

• 
  Linux experience (basic administration)

• 
  Provide post-implementation support of applications (Test/QA).

• 
  Be able to create, review and analyse production system monitoring dashboards.

• 
  Have experience/exposure to MySQL (or any other relational DB)

• 
  Basic networking experience/knowledge.

• 
  Basic scripting skills, (bash, php, etc.)

Qualifications:

• 
  Degree holder or actively studying in Computer Science, Information Technology, or another related field

• 
  Enthusiasm for technology

Experience:

• 
  Experience with the following would be highly regarded

• 
  Using the Atlassian product suite - Confluence, Jira, etc.

• 
  Using a Content Management System for publishing content online.

• 
  Using monitoring and logging systems such as Kibana, Grafana, BigQuery, Zabbix

Feel free to reach out to me for any doubts / queries.



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