Production Operations Specialist

ROLE SUMMARY

Drive business growth by scaling services through digital transformation. A seasoned Lead Engineer is required to oversee customer-reported field issues in the media and OTT space. Key responsibilities include debugging complex production issues, performing root cause analysis, and driving resolutions while ensuring seamless communication with stakeholders.

KEY DUTIES AND RESPONSIBILITIES

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 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. Provide regular status updates and detailed project reports to stakeholders and senior leadership.
2. Leverage analytics tools to monitor product performance and identify underlying issues proactively.
3. Generate detailed reports for management and stakeholders, offering insights into trends, root causes, and issue resolutions.

Required Skills and Qualifications

• 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.

Benefits

We offer a dynamic work environment with opportunities for career growth and professional development.

Others

• 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.
• Should have experience at being agile and following Agile practices and principles.
• Stay aligned with the goals of the organisation and team – and always think & act in the larger interest.
• Should be well-aware about the Industry Trends and have a good understanding of the Cloud Technologies and services available in the market.