Engineering Manager- SRE, Digital Business

1 month ago

Bengaluru, India Sony Pictures Networks India Full time

Position: Engineering Manager– SRE, Digital

Business Purpose:

This position is required to provide technology leadership on medium to large scale products/platform with internal and direct customer impact.

Education: B.E./B.Tech, MCA or Equivalent Computer Degree


Engineering manager of Support, OTT: Job Description

Overview

The EM of Support is responsible for the overall strategy, leadership, and management of the OTT support function. This role requires a strong blend of strategic thinking, operational expertise, and customer focus. The Director will drive customer satisfaction, optimize support operations, and ensure alignment with the company’s business objectives.

Responsibilities

  • Strategic Leadership:
  • Develop and execute a comprehensive support strategy aligned with the OTT platform’s business goals.
  • Analyze industry trends and best practices to identify opportunities for improvement.
  • Define and implement key performance indicators (KPIs) to measure support performance.
  • Team Management:
  • Oversee multiple support teams, including L1, L2, and L3 support.
  • Build and develop a high-performing support organization.
  • Implement effective talent management strategies, including recruitment, training, and development.
  • Customer Experience:
  • Drive customer satisfaction initiatives and implement strategies to improve customer experience.
  • Manage customer escalations and ensure timely resolution of critical issues.
  • Collaborate with other departments to enhance the overall customer journey.
  • Operational Excellence:
  • Optimize support processes, reduce costs, and increase efficiency.
  • Implement support automation and self-service tools.
  • Ensure adherence to service level agreements (SLAs).
  • Technology Adoption: Evaluate and implement new support technologies and tools to improve efficiency and customer experience.
  • Financial Management: Manage support budgets and resources effectively.
  • Business Partnership: Collaborate with other departments (e.g., product, engineering, sales) to ensure alignment and support business objectives.
  • Crisis Management: Develop and implement crisis management plans and procedures.

Qualifications

  • Proven experience in managing support operations for a complex, customer-facing business, preferably in the OTT industry.
  • Strong leadership and people management skills.
  • Deep understanding of the OTT industry and its challenges.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Experience with support ticketing systems, CRM tools, and customer analytics.
  • Ability to drive change and implement process improvements.


Why join us? Sony Pictures Networks is home to some of India’s leading entertainment channels such as SET, SAB, MAX, PAL, PIX, Sony BBC Earth, Yay, Sony Marathi, Sony SIX, Sony TEN, SONY TEN1, SONY Ten2, SONY TEN3, SONY TEN4, to name a few Our foray into the OTT space with one of the most promising streaming platforms, Sony LIV brings us one step closer to being a progressive digitally-led content powerhouse. Our independent production venture- Studio Next has already made its mark with original content and IPs for TV and Digital Media. But our quest to Go Beyond doesn’t end there. Neither does our search to find people who can take us there. We focus on creating an inclusive and equitable workplace where we celebrate diversity with our Bring Your Own Self Philosophy. We strive to remain an ‘Employer of Choice’ and have been recognized as: - India’s Best Companies to Work For 2021 by the Great Place to Work® Institute - 100 Best Companies for Women in India by AVTAR & Seramount for 6 years in a row - UN Women Empowerment Principles Award 2022 for Gender Responsive Marketplace and Community Engagement & Partnership - ET Human Capital Awards 2023 for Excellence in HR Business Partnership & Team Building Engagement - ET Future Skills Awards 2022 for Best Learning Culture in an Organization and Best D&I Learning Initiative. The biggest award of course is the thrill our employees feel when they can Tell Stories Beyond the Ordinary

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