Engineering Product Specialist

2 weeks ago

Udaipur, Rajasthan, India beBeeProduction Full time ₹ 1,00,00,000 - ₹ 2,00,00,000
Job Description

The Technology Group at Tata Play Ltd is responsible for enabling the Direct-to-Home (DTH) and Over-the-top (OTT) businesses of the organization. With the help of digital transformation, it scales services for our customers. We are seeking an experienced Lead Engineer 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 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. Analyze 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:
  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.

Required Skills and Qualifications

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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