Tech Service Specialist - DBSEM 2

Infosys; Monterrey; Presencial; MXN 30,000 - 70,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Tech Service Specialist to enhance the monitoring and control of broadcast environments for OTT content delivery. In this dynamic role, you will be responsible for incident management, driving service resolutions, and collaborating with internal and external stakeholders. Your expertise in automation and documentation will be crucial in improving operational efficiency. Join a forward-thinking company that values innovation and offers a collaborative environment where your contributions will significantly impact the digital transformation journey of clients across the globe.

Formación

• 2+ years of experience in monitoring and controlling broadcast environments.
• Strong knowledge of incident management and outage resolution.

Responsabilidades

• Monitor broadcast environments for OTT content delivery and manage incidents.
• Deliver dashboard reports and analyze incident metrics for improvements.

Conocimientos

Monitoring and controlling broadcast environments

Incident management

Outage management

Change management

Documentation in ServiceNow

Alert management

Analytical skills

Herramientas

ServiceNow

Microsoft SQL Server

Python

Descripción del empleo

Job Description

Job Title: Tech Service Specialist for monitoring and controlling broadcast environments for OTT content delivery.

Location: Monterrey, Mexico.

Type of position: Full time / contractual.

Experience required: 2 years of relevant experience.

Responsibilities:

1. Monitor the control of the broadcast environment for satellite and OTT content delivery.
2. Responsible for problem management support, which includes the following functions:
3. Postmortem (post-incident review) participation.
4. Incident timeline reviews and identification of opportunities.
5. Identification of systematic issues/trends and document for follow-ups.
6. Identification of gaps in monitoring, alerting, playbooks and documents for follow-up.
7. Delivering dashboard reports through ServiceNow, analyzing incident volumes, Mean Time to Resolve (MTTR), and other success criteria.
8. Ownership on incident management - Monitor for automated/manual alerts, triage issues, and apply appropriate remediation.
9. Responsible for outage management of services and drive resolution.
10. Manage and implement change activities, including pre- and post-validations.
11. Bridge management and internal/external/vendor stakeholders for issue resolution.
12. Update documentation and issue history in ServiceNow.
13. Responsible for recommending and implementing improvements in the following areas:
14. Automation - with the intent of reducing incident MTTR and manual effort.
15. Documentation - create and update playbooks as needed.
16. Continuously improve the alerts, review thresholds and enhance the runbooks for improved recovery - failover, restarts, re-process, etc.
17. Recommend improvements to dashboards for monitoring.

Mandatory Skills:

1. Proven experience in monitoring and controlling broadcast environments for OTT content delivery.
2. Strong knowledge of incident management, including monitoring automated/manual alerts, triaging issues, and applying appropriate remediation.
3. Demonstrated ability to handle outage management and drive the resolution of service disruptions.
4. Expertise in managing and implementing change activities, including pre- and post-change validations.
5. Ability to oversee the escalation of incidents, ensuring timely resolution both internally and externally.
6. Proficiency in updating documentation and issue history in ServiceNow or similar incident management systems.
7. Experience in alert management, first-touch recovery, incident management, and service ownership, specifically for Open Video (OTT Stream) application.

Good to Have Skills:

1. Proven track record of collaborating with engineering and development teams to resolve issues and provide feedback for automation improvements.
2. Strong analytical skills to identify trends and gaps in current processes and systems.
3. Proven track record of implementing process improvements that enhance operational efficiency and service reliability.
4. Experience in recommending and driving initiatives that improve incident management processes and outcomes.

EEO/About Us

About Us:
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Country: Mexico

State / Region / Province: Nuevo León

Work Location: Monterrey

Interest Group: Infy Mexico

Domain: Communications, Media & Entertainment

Skillset: Process|Service Management|ITIL, Technology|Database|Microsoft SQL Server, Technology|Machine Learning|Python

Company: Infosys Mexico

Role Designation: 833ASRSYEN Senior Systems Engineer