About this role
- As part of our 24x7 Network Operations Centre team, you will monitor, identify and respond to faults across streaming, IP delivery, CDN, broadcast and technology platforms.
- You’ll play a critical role in minimising customer impact by coordinating incident response, communicating with stakeholders and supporting business continuity and disaster recovery processes.
- This is an onsite role operating on a rotating roster, including regular night and weekend shifts.
- Proactively monitor network alerts, platform events and OTT service performance.
- Troubleshoot, resolve and escalate incidents to minimise downtime and customer impact.
- Coordinate major incidents, including triage, technical response, stakeholder updates and resolution activities.
- Act as an escalation point for customer-impacting incidents, including initiating SMS alarms and BCP first-event notifications.
- Monitor streaming IP delivery platforms and associated systems.
- Work with internal teams and third-party providers during incidents, planned maintenance and scheduled events.
- Maintain accurate incident records, operational reports and monitoring systems.
- Manage service assurance processes against service-level agreements and performance measures.
- Support change control, acceptance testing and controlled deployment of live changes.
- Conduct routine checks and audits to identify vulnerabilities, performance issues and improvement opportunities.
- Create clear incident communications, briefings, troubleshooting guides and operational documentation.
- Improve platform performance and stability through process improvements, reporting, scripting and automation.