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Support Specialist
1 month ago
Provide platform support and act as 2nd line responder in carrying out technical triage to customer impacting incidents.Analyse detailed technical logs, that help triage and resolve issues in a quick and timely mannerTroubleshoot 2nd line issues and really dig into the data to see the impact of issues and advise fixes1st response to all platform related alerts including AWS servicesProactively monitor the platform’s performance and KPIs in line with our service level agreements, using our state-of-the-art toolsExpand your skills and knowledge on OTT and linear delivery and other areas of the businessServe the live operations team in creation of monitoring dashboards & alertingBe the main point of triage in live incidents providing advice, data and impact analysis.
You’ll be set up for success if you have:
Experience with dealing with incidents from a technical aspect.Knowledge of KPIs that indicate performance and customer experience.Experience working with APM tooling such as New Relic, Coralogix,Experience working with live incidents in a fast environment under pressure situations.AWS Microservice knowledge such as ECS, Lambda, SQS, CloudWatchExperience working with a streaming analysis product (Conviva)Experience acting as a technical point for 1st/2nd line triaging and escalation.
Even better if you have:
Demonstrable Incident Management experienceA healthy passion for getting to the important detail of incidents.
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