OTT Ops & Support Engineer - Incident & Platform Lead

Astro; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Astro Malaysia is seeking a capable IT/OTT support professional to monitor networks, resolve faults, and provide technical support for Astro Go, Sooka, and third-party apps. The role involves incident management for OTT platforms, ticketing, and proactive monitoring to meet KPI standards.

You will configure pay-per-view events, promos, and product setups, while coordinating UI/UX and system components. Flexibility to work irregular hours, including weekends, is required.

Qualifications

• Degree in IT/Computer/Communication Engineering, Computer Science or equivalent.
• Experience in OTT support and operations 1 or 2 years.
• Knowledge in AWS & CDN Management, Monitoring Tools.
• Knowledge in database applications and programming skills, e.g. Microsoft, SQL, ASP.
• Good understanding on networking protocols.
• Knowledge is multi type of Operating System eg Windows, Linux.
• Interest and knowledge in Mobile Devices.
• Computer literate and good knowledge on Windows, Microsoft Office.
• Ability to understand and review technical drawings, e.g. Visio.
• Good oral/written communication.
• Willing to work on irregular hours, 12 hours shift base including weekends.

Responsibilities

• Network and System monitoring, fault resolution, technical support and attend to trouble ticket for all areas under departmental responsibilities.
• Responsible on technical support for Astro Go, Sooka and 3rd party integrated App.
• Responsible to act as Incident Manager in the event of any failure on OTT Platform.
• Address and resolve technical complaints from internal and external parties.
• Create/Config pay per view live event on CMS and on multiple payment method.
• Create/Config promo/product on Google/apple console
• Manage UI/UX/Rail/Swimlane creation and config
• Perform first level troubleshooting, and technical fault rectification within agreed KPI.
• Attend to Trouble Ticket (TT), elevate to appropriate internal/external parties, and close TT within the established SLA/KPI.
• Perform proactive monitoring on the content and system/network performance to ensure compliance with specifications.
• Execute escalation as per departmental SOP.
• Update stock keeping and inventory operations.
• Develop technical documentation including scope of coverage for all computing requirement
• Assist Delivery/QA team and Senior Engineer in project implementation.
• Liaise with vendors on technical matters.
• Carry out system upgrade and modification work.
• Generate daily shift reports, performance data reports, incident reports and ad-hoc reports as required.
• Check performance of the application, fine tuning and find fault for improvement
• Design and build custom application or system for internal team

Skills

OTT support

AWS

CDN management

Networking

SQL

Windows/Linux

Communication

Mobile devices

Education

Bachelor's degree in IT/Computer/Engineering

Tools

Visio

Job description

Astro Malaysia is seeking a capable IT/OTT support professional to monitor networks, resolve faults, and provide technical support for Astro Go, Sooka, and third-party apps. The role involves incident management for OTT platforms, ticketing, and proactive monitoring to meet KPI standards.

You will configure pay-per-view events, promos, and product setups, while coordinating UI/UX and system components. Flexibility to work irregular hours, including weekends, is required.