Production Support Engineer

ROLE SUMMARY

Technology Group is the enabler of DTH and OTT business of the organisation and with help of digital transformation scales services for our customers. We are seeking an experienced Lead Engineer - Production Support with 6-8 years of experience to take ownership of customer-reported field issues within the media and OTT space. A critical aspect of this role involves debugging complex production issues, performing root cause analysis, and driving resolutions to closure while ensuring seamless communication with all stakeholders. The ideal candidate will have deep technical expertise in OTT streaming technologies, project and product lifecycle management, with a strong focus on post-launch product operations.

KEY DUTIES AND RESPONSIBILITIES

Customer Issue Analysis & Root Cause Identification:

1. Take ownership of production/field issues reported by customers or operations teams.
2. Investigate production issues across multiple platforms (Web, iOS, Android, Smart TVs, LG, Samsung, Fire TV) and identify root causes (login, playback, subscription, CMS, integration touchpoints with CRM, Partner APIs etc.)
3. Collaborate with engineering, vendors, IT operations and support teams to drive resolution.

Debugging & Resolution Management:

1. Perform technical analysis of issues related to media streaming, playback, crashes, or player behavior using tools and logs.
2. Debug issues within OTT media players such as ExoPlayer, AVPlayer, Bitmovin, Shaka, Media3, ensuring smooth playback.
3. Debug content playback, CMS related issues with the relevant teams. Analyse and help resolve Subscription and CRM (Siebel, Comviva) specific issues and plan the fix based on priority.
4. Track issues to closure and ensure minimal impact on customer experience.
5. Conduct post-issue reviews to identify improvements and prevent recurrence.

Stakeholder Communication & Escalation Management:

1. Serve as the primary point of contact for issue tracking, resolution updates, and escalations.
2. Provide regular updates to stakeholders, including vendors, customers, and internal teams, ensuring transparency on issue status.
3. Document resolutions and key learnings to enhance operational processes.
4. Manage the scope of incoming issues, prioritizing them based on customer impact and business needs.
5. Coordinate across teams to ensure timely delivery of fixes, patches, or feature enhancements. Data Analysis & Reporting:
6. Provide regular status updates and detailed project reports to stakeholders and senior leadership.

Data Analysis & Reporting:

1. Leverage analytics tools to monitor product performance and identify underlying issues proactively.
2. Generate detailed reports for management and stakeholders, offering insights into trends, root causes, and issue resolutions.

Other Role Expectations

1. Self-driven with a keen eye for problem solving and skills to break-down a complex problem into a simpler solution or design or operation step
2. Should have experience at being agile and following Agile practices and principles.
3. Stay aligned with the goals of the organization and team – and always think & act in the larger interest.
4. Should be well-aware about the Industry Trends and have a good understanding of the Cloud Technologies and services available in the market.
5. Should be self-driven with a keen eye for problem solving and skills to break-down a complex problem into a simpler solution or design or operation step

TECHNICAL COMPETENCIES

- Strong understanding of media streaming technologies, OTT players (e.g., ExoPlayer, AVPlayer, Bitmovin), and adaptive streaming protocols (HLS, DASH).
- Proven expertise in debugging production issues, identifying root causes, and coordinating resolutions.
- Experience with Android, iOS, SmartTVs, LG, Samsung, Fire TV devices for OTT product delivery.
- Exceptional communication and coordination skills to work with multiple internal and external stakeholders.
- Experience in defects analysis and management, escalations, and cross-functional collaboration.
- Familiarity with analytics tools for tracking product performance and deriving insights.

EDUCATION

BE / BTech / MTech / MCA/ MBA

PREFERRED EXPERIENCE

Proven expertise in debugging production issues, identifying root causes, and coordinating resolutions. Experience with Android, iOS, SmartTVs, LG, Samsung, Fire TV devices for OTT product delivery

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