Principal Operations Engineer (Service Operations Center)

About Us:

At Quickplay we believe in transparency, fairness, and collaboration while we passionately work on some of the toughest use cases in OTT video, focused on massive scale and resilience. If you aspire to be part of a high-performing, learning-oriented, and caring culture--you have landed on the right company. Reporting to our Service Operations Leader in San Diego, the operations team is looking for someone with attention to detail, who is eager to expand their knowledge in a fast-paced environment where change is constant, and communication is key. The mission of this group is to provide 24x7x365 operations support, where information and updates must be concise at handoff.

In an Over-The-Top (OTT) scenario, where services are delivered directly over the internet without requiring users to subscribe to a traditional cable or satellite pay-TV service, the role of a Service Operations Shift Lead is crucial in ensuring seamless service delivery and customer satisfaction.

About The Role--

Primarily Focused on:

1. Service Monitoring and Incident Management:
   • Monitor the performance and availability of OTT services, including video streaming, audio streaming, and related applications.
   • Act as the first point of contact for escalations and incidents, coordinating response efforts to resolve issues promptly.
   • Prioritize incidents based on impact and urgency, ensuring SLAs (Service Level Agreements) are met.
2. Shift Management:
   • Lead and coordinate activities during the assigned shift, ensuring adequate staffing and coverage.
   • Assign tasks and responsibilities to team members, ensuring workload balance and efficient operation of service monitoring and support functions.
3. Root Cause Analysis:
   • Conduct root cause analysis for major incidents, identifying underlying issues and recommending preventive measures to minimize future occurrences.
   • Document incident details and resolutions, maintaining a knowledge base for reference and continuous improvement.
4. Performance Reporting and Analysis:
   
   • Generate shift reports summarizing service performance, incident trends, and operational metrics.
   • Analyze data to identify patterns, anomalies, or areas requiring improvement, providing insights to management for strategic decision-making
5. Collaboration and Communication:
   
   • Coordinate with cross-functional teams including Network Operations, Engineering, and Customer Support to address service issues and improve service delivery.
   • Communicate effectively with stakeholders, including senior management, during escalations and incident updates.
6. Emergency Response and Disaster Recovery:
   
   • Lead emergency response efforts during service outages or disruptions, coordinating with technical teams to restore services within agreed-upon SLAs.
   • Contribute to the development and testing of disaster recovery plans and procedures, ensuring readiness to handle critical incidents.
7. Continuous Improvement:
   
   • Identify opportunities for process improvement and automation within service operations, aiming to enhance efficiency, reliability, and scalability of OTT services.
   • Implement best practices and industry standards for service operations management, staying abreast of technological advancements and industry trends.
8. Customer Experience Focus:
   
   • Ensure a customer-centric approach in service operations, prioritizing actions that enhance user experience and satisfaction.
   • Advocate for proactive monitoring and preemptive actions to prevent service disruptions and improve overall service quality.

About You:

• Minimum of 10+ years experience in the IT Industry.
• Well-developed people management and conflict resolution skills.
• At least 3-5 years working experience as a lead in running 24 *7 NOC/SOC and Technical support centers.
• Excellent oral and written communication skills, including the ability to interact effectively with management, peers, and most important, customers.
• Excellent critical thinking skills.
• Experience in running Support events including Internal/External communications.
  
• Working knowledge on:
  • Different Operating systems (Linux, Ms Windows Server).
  • Virtualization technologies (HyperV, vmWare).
  • Cloud environment (GCP/Azure/AWS).
  • Microsoft Office (emphasis on Excel, Outlook, and Internet Explorer).
  • Docker, K8s.
  • Monitoring tools (New Relic, Grafana, Catchpoint, etc).
  • Linux Software, which may include the following: Apache, Weblogic, MemCache, Solr, SFTP, IPTables, SSH.
  • Network infrastructure such as routing, switching, network monitoring, network security.
  • Database environments such as Oracle in a clustered environment.
  • ITIL processes, change management etc.