Video Support Analyst (Monitoring)

As a member of our team, you are responsible for monitoring and supporting the critical

infrastructure systems that help us and our clients run on Content Delivery Networks

(CDNs) and Video Streaming platforms. This is an opportunity to work in a global operations

department focused on streaming Live Events. You’ll be the primary analyst for customers with

the intent of monitoring, alerting and escalating video related issues when observed on various

monitoring tools. You’ll partner closely with other teams to make our services more reliable

each day. This is the job for you if you love to investigate problems, identify trends via charts,

work on a team, and think first about the customer’s experience.

Responsibilities

? Monitor client streams using tools such as Conviva to ensure thresholds and alerting

have not been breached

? Confirm playback of client streams on applications for video, audio and other

metadata requirements

? Work with the systems and network administration teams to resolve complex issues

within specific service level agreements

? Responsible for the performance, health, and scalability of Uplynk and the client’s

infrastructure on 24/7 basis to ensure company-wide OKR and KPI objects are met

? Create tickets primarily using Service Now and other vendor ticketing systems to

escalate to clients and Tier 2 Support teams

? Triage and communicate with several departments to assure resolution of platform

related issues

? Provide active updates to the client and Uplynk departments when outages occur

utilizing a high proficiency in ticket management and client communications

? Continue to learn and update internal knowledge base of new content and workflow

changes as it pertains to the client

Pay Range: $78,000 - $120,000

? 2-4 years professional experience working in a Network Operations Center

? Proficiency in using Conviva (Nice to have utilizing the following software’s: MRTG,

Sailfish, Grafana, Edge Query, Kentik)

? Proficiency using Service Now or Jira

? Knowledge of network troubleshooting, traceroutes, pings, and third-party

performance monitoring

? Experience monitoring an enterprise infrastructure via various tools and open proper

tickets with the appropriate information for a quick resolution

? Ability to quickly and efficiently address customer needs by providing solutions to

customer issues or escalating to another support group when necessary

? Working knowledge of streaming media (Flash and WMS) and TCP/IP, HTTP/HTTPS

and internet protocols

? Strong customer service skills

? Exceptional verbal and written communication skills

? Possess the ability to translate a complex problem into a simpler language for the

customer and vice versa

? Flexible to cover other shifts as needed in a 24/7/365 NOC environment

? Willingness to work nightly (6pm-11p est) shifts, include weekends and holidays