Job description
· Provide advanced diagnostics at system, application and infrastructure level for the system.
· Carry out root-cause analysis for major and recurring incidents and own the permanent fix.
· Open and manage OEM back-to-back support cases under the same ticket and SLA clock.
· Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.
· Own the preventive-maintenance procedures and predictive monitoring for the system.
· Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.
· Provide technical assessment to the Change Advisory Board for changes to the system.
· Maintain encoders, servers, endpoints and signage; maintain master-clock distribution and synchronisation.
Requirements
· VITEC and Mobatime (or equivalent) product training; IPTV/AV and time-distribution experience.
· ITIL Foundation.
Experience. 4 or more years hands-on with the specific system in a comparable environment.
Competencies
· Deep product knowledge.
· Diagnostic and root-cause skill.
· OEM liaison.
· Documentation and mentoring.
Key performance indicators
· Advanced-incident resolution within SLA.
· RCA delivered within timeline.
· Repeat-incident reduction.
· Certification currency.