Lead OTT Broadcast Support Engineer - Contract Opportunity
* Execute multiple concurrent streaming events; independently manage high-priority events to ensure top-tier customer experience.
* Collaborate with senior engineers and cross-functional teams on high-severity support issues, focusing on immediate mitigation and long-term resolution.
* Deliver detailed reports to leadership and manage follow-up actions post-event.
* Contribute to the development and testing of operational tools aimed at improving efficiency through automation.
* Drive sustainable solutions to recurring issues and reduce operational risk.
* Understand the technical architecture of streaming systems and identify root causes of audio/video defects.
* Support video operations and maintenance, with a focus on automation and process improvement.
* Generate system and support performance reports.
* Coordinate customer communications and workflows, ensuring service level agreements are met.
* Create and maintain internal documentation, including knowledge base articles, operational procedures, and training materials.
* Support onboarding of new services or properties, ensuring readiness through documentation, tooling, and training.
Basic Qualifications
1. 4+ years of IT support operations experience, including 2+ years in a Level-2 escalation role.
2. 2+ years of experience ...