TechOps Shift Lead

Job Summary:

We are looking for a skilled Sr. TechOps to manage and maintain our OTT platforms technical Operation. The ideal candidate will have experience in Application Support, Content Delivery Networks, Logging & Triaging, and Cloud-based technologies. You will be responsible for ensuring high availability, scalability, and performance of our platform. You will be responsible for triaging issues and finding issues using trend analysis.

Responsibilities:

• Must be aware of end to end incident handling.
• Monitor, identify, and respond to incidents promptly to minimize business impact.
• Prioritize, classify, and escalate incidents based on severity and urgency.
• Coordinate and facilitate communication between stakeholders during incidents.
• Perform root cause analysis and implement preventive measures.
• Document incidents, resolutions, and generate performance reports.
• Provide Technical support by handling and consulting on BAU, Incidents for respective applications.
• Act as an escalation point for user issues and requests and from L1/L2 support.
• Report issues to senior management.
• Troubleshoot application errors, find issues using Trend analysis and identify root cause.
• Collaborate with development teams to resolve technical issues.
• Gain detailed knowledge of all business flows, application architecture for the supported applications.
• Define, document, and maintain SLAs, technical documentation, and knowledge bases to support platform.
• Monitor application performance, identifying areas for improvement.
• Build and maintain effective and productive relationships with stakeholders in business, development, product, and third-party system providers.
• Facilitate coordination across L1/L2 and L3/engineering Teams to investigate and resolve ongoing platform or application issues impacting business.
• Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
• Perform reviews of existing monitoring for the platform and make improvements where possible.
• Regular check of existing thresholds and revise them regularly.
• Candidate will have to work in shifts as part of Rota covering 24*7.
• In event of major outage or issues we may ask for flexibility to help provide appropriate cover.
• Weekend on-call coverage needs to be provided on rotational/need basis.
• Understand reliability metrics and enhance automation solutions for auto-healing and incident resolution.
• Understand and improve applications and plan for faster MTTD, MTTR, and auto healing.

Requirements:

• Oversee API, application, and Crashlytic alert monitoring by TechOps Shift Engineers.
• Monitor API alerts and Crashlytic alerts for anomalies and respond accordingly.
• Participate in war rooms and P1/P2 bridges to support incident management and resolution.
• Perform new content sanity checks to ensure content quality and stability before live release.
• Conduct bulk activity monitoring for potential performance issues.
• Conduct sanity checks for deployments (AGL, Elasticsearch, VE, Redis), live matches/events, and web deployments.
• Participate in daily scrum calls and provide scrum reports on BAU tasks.
• Attend daily VRM (Vendor Risk Management) and end-of-day calls to provide operational updates.
• Acknowledge and validate incidents raised by L1 within SLA thresholds and escalate if necessary.
• Ensure tickets are updated in JIRA with detailed issue descriptions, impact, scope, and resolutions.
• Provide deployment handovers with sign-offs post sanity validation of release notes and monitoring configurations.
• Monitor KPI deviations post-deployment and initiate rollbacks if needed.
• Regular follow-ups with L3 teams for P3/P4 tickets and ensure timely resolution.
• Support major events and releases by validating readiness and infrastructure.
• Track all API and application KPIs (error counts/rates and latency) for deviations and configure alerts as needed.
• Prepare daily and weekly KPI and incident reports for client review.