Tech Service Specialist Job Title: Tech service specialist for monitoring and controlling broadcast environments for OTT content delivery. Location: Monterrey, Mexico.
Type of position: Full time / contractual.
Experience required: 2 years of relevant experience. Detailed job description Responsibilities:
Monitor the Control of the Broadcast environment for Satellite and OTT Content delivery. Responsible for Problem Management support, which includes the following functions: Postmortem (post incident review) participation Incident timeline reviews and identification of opportunities identification of systematic issues/trends and document for follow-ups identification of gaps in monitoring, alerting, playbooks and documents for follow-up delivering dashboard reports through ServiceNow, analyzing incident volumes, Mean Time to Resolve (MTTR), and other success criteria. Ownership on Incident management - Monitor for Automated/Manual alerts, Triage issue and apply appropriate Remediation. Responsible for outage management of Services and drive resolution. Should be able to manage and implement Change activities, including Pre and post validations. Bridge Management and Internal/External/Vendor stakeholders for Issue resolution Update documentation and Issue history in Service Now. Responsible for recommending and implementing improvements in the following areas: Automation - with the intent of reducing incident MTTR and manual effort. Documentation - create and update playbooks as needed. Continuously improve the alerts, review thresholds and enhance the runbooks for improved recovery - failover, restarts, re-process, etc. Recommend improvements to dashboards for monitoring. Mandatory Skills: Proven experience in monitoring and controlling broadcast environments for OTT content delivery. Strong knowledge of incident management, including monitoring automated/manual alerts, triaging issues, and applying appropriate remediation. Demonstrated ability to handle outage management and drive the resolution of service disruptions. Expertise in managing and implementing change activities, including pre- and post-change validations. Ability to oversee the escalation of incidents, ensuring timely resolution both internally and externally. Proficiency in updating documentation and issue history in ServiceNow or similar incident management systems. Experience in alert management, first-touch recovery, incident management, and service ownership, specifically for Open Video (OTT Stream) application. Good to have skills: Proven track record of collaborating with engineering and development teams to resolve issues and provide feedback for automation improvements. Strong analytical skills to identify trends and gaps in current processes and systems. Proven track record of implementing process improvements that enhance operational efficiency and service reliability. Experience in recommending and driving initiatives that improve incident management processes and outcomes. Want more jobs like this?
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