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SalaryService Assurance Engineer
Location: Artarmon, North Ryde
Service Assurance Engineer
At Foxtel Group we are a cutting edge, digital business that brings both sports, entertainment, and technology together to deliver customers and fans a unique, world class streaming experience.
As a Service Assurance Engineer, you will be responsible for monitoring, identifying, fault handling, and performing end-to-end Service Assurance of our OTT platform, including Kayo Sports, Binge, Flash, Watch NRL & AFL infrastructure platforms.
You will be responsible for maintaining the systems and network monitoring tools, and providing incident co-ordination functions, following up incidents, and escalating issues to the appropriate team.
This role works in a flexible 24/7 environment and requires being able to work on a rotating shift roster including nights and weekends.
In this role you'll be responsible for
- Monitoring IP delivery Platforms and associated systems and liaising with third parties for IP CDN Broadcast and Technology platforms, planned events and unplanned issues
Completion of Operational reporting and support Technology departments when required
Introduce system changes using established procedures.
Fault finding and troubleshooting to eliminate problems using ITIL Framework
Manage communications regarding incidents, changes, and platform status both to internal and external stakeholders
Manage escalation of customer affecting incidents to internal or external teams
Improve platform performance and stability through processes, scripts, reporting etc
Provide support to the extended operational hours of the NOC for best customer experience
Fault finding and troubleshooting to eliminate problems using ITIL Framework
Facilitate open group and individual discussions independent of management
Under direction of support teams, deploy and verify live changes in a controlled manner with minimal customer impact
Undertake, co-ordinate and/or oversee acceptance testing of new applications and features of Foxtel systems and products
Your background should include :
- 3-5 years of experience in a technical assurance / helpdesk role, preferably in an Enterprise NOC environment, supporting networks or engineering within the OTT space
Experience from using OTT monitoring tools like Conviva, Youbora or Mux is desirable as is experience from Video and OTT
Understanding of IP video technologies, OTT and CDN architectures
Understanding of IP applicaton deployment processes
Understanding of IOS, Android, Connected TV operatng environments
Understanding of DRM (Digital Rights Management) technologies
Exceptional written and verbal communication skills (esp. Microsoft Office, Teams)
Experience with IP networking support
Knowledge of web technologies (e.g., HTML, CSS, JavaScript)
Experience in maintenance and configuration of monitoring systems
Familiarity with Unix, Linux, and Windows operarating systems and scriptng.
Appreciation of customer impacts of technical decisions
Understanding of ITIL framework for Incident Management
Demonstrated tolerance for high volume workload and multi tasking abilities
Work well in a busy team, being quick to learn and able to deal with a range of issues autonomously
Ability to work rotating 24/7 shift roster including regular night and weekend shifts
A career with us means working across one or more of our brands including Foxtel, Kayo, BINGE, Flash, Fox Sports and Foxtel Media. When you join, the Perks at Work are taken care of.
- Attractive leave entitlements - Paid parental leave program, a day off to celebrate your Birthday, Volunteer and Cultural Leave
Internal meeting free zones to help you manage your wellbeing
Access to LIVE events and FOXFIT Wellbeing classes
Free merch upon arrival to make sure you have all the tools you need for your first day
Free Foxtel products, discounted Broadband and Streaming services
The Foxtel Group is an equal opportunity employer. We celebrate diversity, knowing our individual differences make us collectively better. We are committed to helping create a better Australia through a focus on health and wellbeing, social and economic inclusion and reducing our environmental impact.
Thank you for your interest in joining Foxtel Group. Please note, due to our company shut-down over the holiday period, we will review your application from January 8th 2024. Have a safe and Happy New Year!
A note to recruitment agencies - we have this role covered. There is no need to get in touch, we do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
