Streaming Support Team Leader

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Job Summary :

We are seeking a highly technical and proactive Streaming Engineering Support (Level 1) Team Leader to guide and lead our Streaming Engineering Support (SES) team. The ideal candidate will be hands-on, responsible for overseeing the resolution of streaming-related issues and leading a team of Support Engineers in ensuring smooth operations. This role requires strong technical expertise in streaming technologies and infrastructure, with a focus on mentorship, troubleshooting, and optimizing systems.
Key Responsibilities:

• Advanced Troubleshooting: Provide expert-level support for complex streaming and infrastructure issues. Diagnose, resolve, and prevent recurring problems within the SLA. Escalate issues to higher-level teams when necessary.

Team Leadership and Mentorship: Act as a technical mentor to SES L1 engineers, guiding them through troubleshooting techniques and developing their technical knowledge. Lead by example in solving technical challenges, ensuring your team grows in their technical proficiency.

Live Event Support: Oversee event monitoring and troubleshooting for high-priority events. Ensure readiness by conducting pre-event health checks, providing real-time issue resolution during the event, and conducting post-event reviews.

Configuration and Optimization: Review and suggest configurations or workflow changes in collaboration with internal teams. Ensure that all updates align with best practices and that systems are optimized for performance and reliability.

Incident Management: Lead incident response and troubleshooting efforts for critical issues. Collaborate with cross-functional teams to resolve incidents quickly and efficiently, minimizing impact on live events.

Continuous Improvement: Participate in post-incident reviews, conducting root cause analysis and identifying opportunities for improvement in workflows, processes, and system reliability.

Collaboration with OEMs and Vendors: Work closely with OEMs and external vendors to address complex hardware or software issues. Ensure support provided meets operational standards and contributes to system reliability.

Documentation and Knowledge Sharing: Maintain detailed technical documentation for processes, configurations, and incident reports. Actively share knowledge with team members and participate in training sessions for continuous improvement.

Qualifications:Bachelor's or Master's degree in Information Technology, or a relevant field. Must-Have Skills:

• 7+ years of hands-on experience in technical support roles and managing the team, preferably in streaming environments.
• Strong understanding of streaming technologies (HLS/DASH/Smooth protocols) and CDN architecture.
• Proven experience with monitoring tools like Conviva, Grafana, CloudWatch, etc.
• Excellent analytical skills with the ability to quickly diagnose and resolve technical issues.
• Strong troubleshooting abilities in high-pressure, live-event environments.
• Good communication skills.

Preferred Skills:

• Experience with AWS Media Services (MediaConnect, MediaLive, MediaPackager).
• Experience in scripting and automation to improve system reliability and reduce manual intervention.
• Prior experience leading or mentoring a team of engineers in a technical capacity.

Shift Requirements:

• This position will operate in a 24x7 shift rotation, with occasional on-call support for critical incidents or high-priority events.