Infosys- Engineering Services - Technology Lead - Operations Support shift Lead for Broadcast Satellite and OTT content delivery
At Infosys, we pioneered and perfected the global delivery model, introducing to our customers the ability to move technology work to different locations where talent is readily available, and quality is both impeccable and cost competitive. Over the years we have applied this model to a full range of services - both technical and business. Our IT services such as application integration, testing, maintenance and infrastructure management ensure your operations are fully optimized. Our business process outsourcing and management services, such as customer service delivery, human resource outsourcing and procurement handling, drive down process costs while greatly enhancing their efficiencies. Most importantly, as part of our strategic sourcing approach, these services free up resources that can then be deployed to drive transformation and innovation initiatives.
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Location: Monterrey, MX, Work from office.
Experience required: 8+ years of relevant experience.
Key Responsibilities:
• Work with a global support team across USA, Mexico and India.
• Candidates have flexible options in working in one of the following two shifts:
- Shift 1: Morning to evening hours.
- Shift 2: Evening to night hours.
• Incident management - Monitor for Automated/Manual alerts, escalation of incidents, both internally and externally, to ensure their timely resolution.
• Manage and implement Change activities, including Pre and post validations.
• Knowledge Management, create and manage documentation, SOP/ MOP and Issue history in ITSM Tool (ex: Service Now).
• Outage management of Services and resolution.
• Bridge Management and Internal/External/Vendor stakeholders for Issue resolution.
• Ability to work in team in diverse/ multiple stakeholder environment. Good communication and presentation skills.
Recommended Skill Set:
• Experience in Media/ Video domain: Knowledge of video processing components, Broadcast and Streaming operations.
• Proven experience in monitoring-control of broadcast environments for Satellite based content delivery.
• Technical proficiency in using and enhancing monitoring tools, dashboards and navigation of tools (such as ServiceNow, Dataminer, Moogsoft, KPI Dashboards [Grafana, New Relic, Raptor], Prometheus, Splunk, Elk, Ineoquest, Harmonic VOS) to analyze and identify faults.
• Experience with scripting languages such as SQL, python, and UNIX shell scripts
• Proficiency in updating documentation and issue history in ServiceNow or similar incident management systems.
• Proven track record of collaborating with engineering and development teams to resolve issues and provide feedback for automation improvements.
• Work with team to implement process improvements to enhance operational efficiency and service reliability.