Job Title: Video Operations Specialist
Location: Austin, TX
Type: Full Time
Job Description:
- Respond and take necessary troubleshooting actions to incidents escalated from Analyst (Tier 1) team
- Perform advanced troubleshooting on incidents by following defined SOP s and meeting to the stipulated SLA levels
- Triage and escalate appropriately as necessary
- End to end ownership till ticket closure
- Validate problem descriptions, perform detailed diagnosis, track and update incident in trouble-ticketing system
- Handling backlog tickets from previous shift and made sure the necessary follow ups done
- Maintain track of external (Telco/Providers) escalation and perform follow up s for any outstanding tickets and RCA s
- Participate, drive and manage major incidents
- Develop postmortem reports as necessary and Drive problem management
- Communicate and handle escalated incidents and work closely with Customer and all stakeholders with regular outage notification
- Work on Service requests - perform new Station Turn Ups
- Provide regular feedback on troubleshooting where processes or documentation have gaps or inefficiencies
- Update existing and Develop new SOP s
- Perform any additional task assigned by team lead/manager
- Update infrastructure documentation i.e system understanding docs, standard operating procedures, infrastructure diagrams
- Active participation on daily standup meetings and Shift Handover call and provide updates on pending tickets for the next shift