Service Assurance Engineer

Foxtel; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Fox Flex hybrid working

Free & discounted Foxtel products

Special leave days (birthday, cultural

VIP experiences: events & premieres

Fox Fit wellbeing program

Meeting-free lunch hours & Friday wrap

Job summary

Foxtel Group is seeking an experienced Network Operations/Service Assurance professional to monitor faults across streaming, IP delivery, CDN and broadcast platforms. The role involves coordinating incident response, communicating with stakeholders and supporting business continuity in a 24x7 onsite NOC environment.

You'll handle major incidents, triage, and escalations, while maintaining incident records and participating in change control. Night and weekend shifts are required.

Qualifications

• Approximately five years’ experience in a NOC, service assurance, technical operations or network support environment.
• Experience supporting enterprise networks, OTT, streaming, video or media technology platforms.
• Strong understanding of incident, problem and change management within an ITIL framework.
• Knowledge of IP networks, IP video technologies, OTT services and CDN architectures.
• Understanding of deployment, DRM and device environments (iOS, Android, Connected TV).
• Experience using monitoring, observability and ticketing tools (listed).
• Exposure to OTT monitoring tools (Youbora desirable).
• Network troubleshooting with SSH/PuTTY; scripting in Linux/Windows; web tech & monitoring administration.

Responsibilities

• Proactively monitor network alerts, platform events and OTT service performance.
• Troubleshoot, resolve and escalate incidents to minimise downtime and impact.
• Coordinate major incidents with stakeholders, updates and resolution actions.
• Act as escalation point for customer-impacting incidents and events.
• Monitor streaming IP delivery platforms and related systems.
• Collaborate with internal teams and third-party providers during incidents and maintenance.
• Maintain incident records, reports and monitoring systems.
• Manage service assurance against SLAs and performance metrics.
• Support change control, testing and controlled deployments of live changes.
• Conduct routine checks to identify vulnerabilities and improvements.
• Create incident communications, troubleshooting guides and docs.
• Improve platform performance through process improvements and automation.

Skills

NOC experience

Incident management

ITIL framework

IP networks

OTT/video/CDN tech

Monitoring tools

Scripting (Linux/Windows)

SSH/PuTTY usage

Communication & documentation

Education

CS/IT related degree (desirable)

Tools

New Relic

ServiceNow

Jira

Confluence

AppDynamics

CloudWatch

Kibana

Youbora (desirable)

SSH

PuTTY

Job description

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.

Key Responsibilities

• Proactively monitor network alerts, platform events and OTT service performance.
• Troubleshoot, resolve and elevate 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.

About your experience

• Approximately five years’ experience in a NOC, service assurance, technical operations or network support environment.
• Experience supporting enterprise networks, OTT, streaming, video or media technology platforms.
• Strong understanding of incident, problem and change management within an ITIL framework.
• Knowledge of IP networks, IP video technologies, OTT services and CDN architectures.
• Understanding of application deployment, DRM and device environments including iOS, Android and Connected TV.
• Experience using monitoring, observability and ticketing tools such as New Relic, ServiceNow, Jira, Confluence, AppDynamics, CloudWatch and Kibana.
• Exposure to OTT monitoring tools such as Youbora is desirable.
• Network troubleshooting experience, including SSH and PuTTY.
• Familiarity with Linux and Windows scripting, web technologies and monitoring-system administration.
• Strong analytical, diagnostic, communication and documentation skills.
• Availability to work a 24x7 rotating roster, including nights and weekends.
• A qualification in Computer Science, Information Technology or a related field is desirable, though equivalent practical experience will be considered.

Life at Foxtel Group

A career with us means working across one or more of our brands including Foxtel, Kayo Sports, BINGE, Fox Sports and Foxtel Media. When you join, the Perks at Work are taken care of:

• You’re part of Fox Flex, our hybrid way of working with time spent at home and on campus
• Free & discounted products including Foxtel, Foxtel Broadband, Kayo Sports and BINGE
• Special days away from work for Birthday, Cultural & Volunteer Leave
• VIP Experiences: Free tickets to sporting events, red carpet premieres, advance screenings, and behind-the-scenes tours.
• Access to our holistic Fox Fit wellbeing program
• Company-wide meeting-free lunch hours and Friday afternoons