Support Engineer at MultiChoice

Key Performance Objectives                       

• Platform Monitoring & Incident Response
• Monitor platform health using observability tools (e.g., Truewatch, Amplitude, Bidmovin).
• Detect and respond to anomalies, service degradation, or outages in real-time.
• Escalate critical incidents to engineering or DevOps teams with detailed diagnostics.
• Checking of Live TV and VOD streams for errors, buffering, etc.
• Provide technical support during live streaming events, including pre-event checks, real-time monitoring, and post-event analysis.
• Coordinate with content, operations, and engineering teams to ensure smooth execution of scheduled events.
• Troubleshoot and resolve issues related to streaming platforms.
• Initiation of War Rooms for high priority issues.
• Completion of Technical Root Cause Analyses documents for high priority issues.
• Updates, follow ups and resolution of incident tickets.

Collaboration & Communication            

• Participate in on-call rotations and provide after-hours support for critical events or incidents.
• Working closely with all teams, to understand new developments and requirements, and implementation of new solutions, features and new integrations.
• Updating Mission Control group during management of escalations.
• Maintaining communications to stakeholders during management of escalations.

Root Cause Analysis & Reporting           

• Conduct root cause analysis (RCA) for major incidents and recurring issues.
• Document findings and contribute to knowledge base articles.
• Recommend preventive measures and improvements to reduce incident recurrence.

System Integration & Component Support            

• Support integrations with third-party services (e.g., CDNs, payment gateways, DRM providers).
• Capacity planning with third parties for High Profile Events(Irdeto, Invidi, etc)
• Assist in onboarding and testing of new platform features or partner integrations.

Customer Issue Resolution    

• Investigate and resolve customer-reported issues related to playback, access, subscriptions, or content availability.
• Reproduce issues in production environment and provide detailed bug reports to development teams.
• Maintain high-quality communication with customers and customer care teams, ensuring timely updates and resolutions.

Qualifications

• National Diploma IT required.
• Degree in IT/Computer Science Advantageous
• Certification in IT Service Management (ISM) Advantageous.

Experience

• 2+ years of experience in system support.
• Exposure within a 24/7 platform monitoring environment.
• Experience with event management of a platform.
• Experience with management of integrative components (advantageous).
• Incident and Problem Management experience (advantageous).
• Understanding of API’s and Cloud.
•  Understanding of the technical landscape within Streaming Technology (advantageous