L1 Engineer

3 weeks ago

Singapore, India Ensoft Consulting Pte Ltd Full time
L1 Engineer Roles and Responsibilities


Role Overview: The L1 Engineer ensures the operational integrity of the OTT backend platform, focusing on scalability, reliability, and security. They manage monitoring, incident resolution, and play a key role in problem and change management specific to OTT environments.


Key Responsibilities:

  1. Monitoring and Incident Management:
  • Monitor OTT platform performance using tools like Grafana, Prometheus, Kibana, and New Relic.
  • Respond to alerts promptly, investigate root causes, and escalate issues as necessary.
  • Manage incidents from detection to resolution, ensuring minimal downtime.
  1. Problem and Change Management:
  • Perform root cause analysis for OTT-specific issues impacting platform stability.
  • Implement permanent fixes and assist in planning changes, adhering to ITIL-based change management processes tailored for OTT platforms.
  1. Configuration and Security:
  • Maintain configurations specific to OTT backend infrastructure and ensure compliance with industry-specific security policies.
  • Monitor OTT-specific security logs and promptly report any breaches.
  1. Customer Support and Communication:
  • Provide 24/7 support, including on-call rotations, addressing OTT platform issues.
  • Maintain clear communication with stakeholders on incident statuses and resolutions, emphasizing the impact on OTT service delivery.
  1. Documentation and Tools:
  • Document incidents, changes, and OTT-specific configurations accurately.
  • Utilize ITSM tools like ServiceNow, tailored for OTT operations, for efficient incident and change management.


Additional Skills and Qualifications:

  • Proficiency in OTT-specific monitoring tools such as Grafana, Prometheus, Kibana, and New Relic.
  • Familiarity with ITIL framework principles and SRE (Site Reliability Engineering) practices adapted for OTT services.
  • Proven experience in operational engineering or L1 support, ideally within OTT or media streaming industries.
  • Ability to troubleshoot effectively in fast-paced OTT environments, ensuring high availability and performance.
  • Bachelor's degree in Computer Science or related fields.