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Sr. SRO Engineer- Media support Job stage 6

India
Research & Development

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English (US)

Job Description

Date: Nov 13, 2018

Ericsson enables communications service providers to capture the full value of connectivity. The company’s portfolio spans Networks, Digital Services, Managed Services, and Emerging Business and is designed to help our customers go digital, increase efficiency, find new revenue streams, and create new user experiences. Ericsson’s investments in innovation have delivered the benefits of telephony and mobile broadband to billions of people around the world ensuring our solutions – and our customers – are at the forefront of innovation. We support networks that connect more than 2.5 billion subscribers. With over 90,000 employees and customers in 180 countries, we combine global scale with technology and service leadership. 40 percent of the world’s mobile traffic is carried over an Ericsson network. And, our Technology for Good and Connect to Learn programs include creating technology that makes it easier to save lives, feed societies, bring technology to emerging markets and connectivity to remote areas, and grow businesses and prosperity.

At Ericsson, we give our employees the freedom to think big and navigate their career, on a global scale. We create technology that helps others, from helping people enjoy their favourite content to helping people recover from natural disasters by enabling better communications between rescue workers. Your ideas and innovations can turn into achievements that impact society and change the world, creating new connections, new possibilities, and new capabilities. We find that Ericsson is at its best when we bring together the diverse skills of our people. Working across business areas, across cultures, across geographical borders, across technical disciplines. More often than not, across ground-breaking solutions. Next generation technology can be staggeringly complex. But the simpler it is to use; the more people benefit from it. Join us and help build technology that makes it simple to connect with information, business, societies, and each other.

 

Job Summary: 

We are now looking for Sr. SRO– Bangalore - single point of contact- SPOC, day to day manage operation, proactive & reactive monitoring, must be knowledge on some products -  VSPP/Mediaroom/MP/middleware / technical knowledge - Linux and networking. manager role with hands in skill .Monitor and deliver rapid response and FTR (First Touch Resolution) to Issues and Service

Requests to ensure high availability. Focus on process and tooling to ensure consistency and manageability. Accountable for working upstream with Dev on monitoring tools and

architecture to deliver security, reliability, manageability and availability at scale.

 

SRO - This is the Tier that takes the first alert (i.e. call, alarm, E-mail, ticket) to resolve/clear the issue or to either route directly to a specific team. SRO is responsible for proactive monitoring of the service, triaging alerts*, addressing the request/issue in first touch, escalating the request/issue, notifying the requestor of status and updating tickets with useful information.*Triage– Reviewing the request, reproduce the issue/bvt, classifying the issue, assessing if more information is necessary from the customer, matching a troubleshooting guide (i.e. gathering

logs, restarting a service), Raise incident ticket.

 

Required

  • 6-10 years’ experience.
  • Domain Experience – Media (Multiscreen TV, IPTB, DVB-S/C/T)

    Additional Requirements:

Interfaces

Customers, Service Delivery Manager, SRE teams

Requirements

The individual should have an adequate Experience in Media or Datacom and with at least 10-12 years’ experience from Managed Services/Technical Support area within Media industry

Department

Media Service Center

 

 

Core Competences:

Key Tasks:

  • Perform front line monitoring/support and initial response for automated and manually
  • generated Alarms/Events
  • Execute against Site Reliability work queues to SLA
  • Collaborate with fellow SRO/SRE/other teams on investigating & resolving complex
  • problems
  • Provide input to the design and improvement of automation and tools for systems
  • management to support the environment
  • Document clear and concise - ticket updates, runbook articles and email responses
  • Respond to ambiguous situations and assist with adding definition or deriving solutions
  • to fill gaps
  • Accountable for High Priority Bridge Moderation (Spin up bridge, start whiteboard,
  • document sequence of events).
  • End-to-End validation of service environment
  • Perform and manage routine tasks:

 

Responsibilities: 

You will support the following systems and functions: 

  • Front line technical service reliability operators accountable for handling critical
  • customer issues coming in via support phone line and HUB.
  • Recovery Leadership and Service Restoration
  • Provision users and configuration management
  • Responsible for first touch incident resolution (via TSG or SOP) or escalation to the
  • appropriate resource in line with the SLAs.
  • Responsible for monitoring the live service via HUB alerts, Heads Up Displays, Manual
  • service checks or customer escalations.
  • Accountable for High Priority Bridge Moderation (Spin up bridge, start whiteboard,
  • document sequence of events).
  • Document and refine Phone Script, TSGs and SOPs.
  • Service Request Management (User Provisioning, Client Invites, Environment requests,
  • Deployments, etc.)
  • Responsible for refining Service Center tools and process
  • Accountable for working upstream with Dev on monitoring, tools and architecture to
  • deliver security, reliability, manageability and availability at scale.
  • Accountable for Executive response and communication
  • Accountable for developing tools to reduce restoration times and cost of operations.
  • Command and control during High Priority Events.
  • Operator integration calls
  • Problem Management/Retrospectives
  • Accountable for deploying services to production environments.
  • Perform and manage routine tasks:
  • Incident Management Console Queue
  • Alarm Console Queue
  • Field Engineering Queue
  • Jira Bug Console Queue
  • Service Center Action Queue
  • Heads Up Display (HUD)
  • Slack Group Chat, Lync Messages
  • TV3 Group Mailbox
  • Respond SC phone calls
  • Writing Automation Scripts, Generate Custom Reports
  • Set Top Box (STBs)/OTT box setup

Technical & Softskill Competences

  • Troubleshooting on complex IT & Cloud, DevOps environment with understanding of Media Platforms.
  • Should have experience in one or ideally more than one Media products & solutions like Media Room, Media First, CMS (Content Management system), VSPP (Video Storage & Processing Platform), MDN (Media Del network), Media Processing (Envivio, Compression)
  • Knowledge of Kafka and other TV / Video technologies
  • Knowledge of MongoDB, Cassandra databases, IIS Servers on Azure/AWS/Openstack
  • Strong knowledge of TCP/IP networking, DNS, VPNs, HTTP, load-balancers (such as NGINX), highly available microservice architecture, CDNs
  • Experience with Docker and SaltStack, Kubernetes orchestration tools, etc.
  • Experience designing, setting up and maintaining, refining (noise reduction, auditing) monitoring tools such as Prometheus, Prometheus exporters, Grafana, Alertmanager, etc
  • Team Foundation Server/Visual Studio, Atlassian suite (Jira, Confluence), Git
  • Network analysis, performance and application issues using tcpdump, Fiddler and Wireshark.
  • New Software Deployment, Release Feature testing,
  • Very Good Customer Relationship skills

 

Key Qualifications: 

  • Education:  

    Ø  Only B tech / BE to be considered( Full time).

    Ø  No BCOM/BA

    Ø  BSC+ MSC/MCA ( Both full time ) can be considered

    Ø  BCA+ MCA (Both full time considered)

    Ø  No diploma holders.

  •  

 

 

 

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

 

Primary country and city: India (IN) || || || R&D

Req ID: 264690