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