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Service Reliability Operator (SRO)

Keywords / Skills : Service Reliability Operator, SRO, Service Reliability

6 - 10 years
Posted: 2019-08-26

Job Description
Service Reliability Operator (SRO):

Ensure High Site Availability, Rapid response, Service Reliability and Optimal Service Performance to ensure customer satisfaction.

Exp Level: 6+ years

Prerequisite skills:

Basics multimedia concepts in Mpeg2, H.264, TS, OTT, IPTV, HD & SD resolutions, 4K TV, DRM, VOD, Live streaming, PPV, Adaptive Streaming

Basic understanding of Media Processing End-to-End Pipeline with Head end Components (Encoders, Transcoders, ingestion system) and Client end devices (OTT, STB, Tablet, Mobile, sticks), CDNs etc. Good to have exposure to client and head end equipment’s.

Good Communication Skills.

Technical & Soft skill Competences:

Troubleshooting on complex IT & Cloud, DevOps environment with understanding of Media Platforms.

Should have experience in one or ideally more than one Media products & solutions like Media Room, Media First, CMS (Content Management system), VSPP (Video Storage & Processing Platform), MDN (Media Delivery network), Media Processing (Envivio, compression) , STB , DVB-C.

Release Feature testing.

Very Good Customer Relationship skills.

Key Tasks:

Perform front line monitoring/support and initial response for automated and manually generated Alarms/Events

Execute against Site Reliability work queues to SLA

Collaborate with fellow SRO/SRE/other teams on investigating & resolving complex problems

Provide input to the design and improvement of automation and tools for systems management to support the environment

Document clear and concise - ticket updates, runbook articles and email responses

Respond to ambiguous situations and assist with adding definition or deriving solutions to fill gaps

Accountable for High Priority Bridge Moderation (Spin up bridge, start whiteboard, document sequence of events).

End-to-End validation of service environment

Perform and manage routine tasks:

Service Requests (Access Requests, Ingest, Repro’s)

Repro & Follow up Operator Submitted Bugs


E2E Testing

Post Deployment Validation

BVT on Services

Hourly monitoring of LOTT

Incident Management, Alarm, Field Engineering, Jira Bug Console Queue

Heads Up Display (HUD) Slack Group Chat Group Mailbox Lync Messages

Respond SC phone calls

About Company

Managed Staffing
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