Lead Technical Customer Support Engineer

Greetings from Synamedia!!!!

Role Description

• Ensuring a healthy platform delivering smooth services for all the customers.
• Provide strong technical leadership to ensure continuous improvement across the team
• Prime contributor for automation and scripting tasks.
• Must have worked in a fast-paced, quick response/crisis handling team.
• In-depth knowledge and experience of supporting complex projects.
• Command and control during High Priority Events.
• Responsible for contribution in refining Service Centre tools and processes.
• Implement monitoring scripts to prevent repetitive issues.
• Able to work independently or as part of a team towards complex issue resolutions.
• Ability to collaborate with customer deployment teams.
• Solid communicator, with excellent written and spoken English.
• Must know ITIL framework (Incident, Change, Problem, configuration)
• Independently/collectively troubleshoot issues reported by customer on ServiceNow ticketing tool.
• Accurate analysis, tracking and reporting of any problems or issues found during investigation.
• Contribute to the knowledge management in the department.
• Collaboration with the support and deployment teams to resolve issues. Good with documentation and RCA preparation.
• Open to work in On-call Rota.
• Development of training material, for education and knowledge sharing with other team members as appropriate.
• A good understanding how to monitor and improve service quality.
• Stay on top of customer reported issues, regularly communicate with customers.

Technical Skills:

• Excellent in problem-solving and analytical skills.
• Excellent Linux Systems Administrator.
• Good experience with at least one scripting language (bash, python, perl).
• Experience in support and configuration of software applications on both Linux and Windows operating systems.
• Knowledge of applications clusters for application redundancy desirable ,e.g., Red Hat Cluster.
• Experience with operation and support of virtual machines using VMware (vSphere and vCenter) would be advantageous
• Experience with a video delivery system, preferably in a support or integration role.
• Solid with relational database (Oracle preferred) and non-relational database (Mongo preferred). Good understanding of networking, TCP/IP and UDP protocols
• Good understanding of network transfer protocols HTTP, FTP.
• Proven SQL scripting skills.
• Strong in automation and process improvement.
• Experience in digital video delivering systems with in-depth knowledge in at least one of the following technologies: Conditional Access, DRM, OTT, STB, Encryption, Decryption.
• Knowledge of MPEG/DVB or other video delivery technologies.
• Awareness of STB software and hardware.
• Ability to understand data represented in XML or JSON.
• Good to have knowledge of Media products.
• Aware of multimedia concepts in Mpeg2, H.264, TS, OTT, IPTV, HD & SD resolutions, 4K TV, DRM, VOD, Live streaming, PPV, Adaptive Streaming
• Team handling experience would be a Plus.

Education/Experience:

• Graduate Degree/BCA/ B. Tech or equivalent.
• Ideally 8+ years of experience in a relevant support, integration, or deployment role.