Video Operations Specialist

Job Title: Video Operations Specialist

Location: Austin, TX

Type: Full Time

Job Description:

• Respond and take necessary troubleshooting actions to incidents escalated from Analyst (Tier 1) team
• Perform advanced troubleshooting on incidents by following defined SOP s and meeting to the stipulated SLA levels
• Triage and escalate appropriately as necessary
• End to end ownership till ticket closure
• Validate problem descriptions, perform detailed diagnosis, track and update incident in trouble-ticketing system
• Handling backlog tickets from previous shift and made sure the necessary follow ups done
• Maintain track of external (Telco/Providers) escalation and perform follow up s for any outstanding tickets and RCA s
• Participate, drive and manage major incidents
• Develop postmortem reports as necessary and Drive problem management
• Communicate and handle escalated incidents and work closely with Customer and all stakeholders with regular outage notification
• Work on Service requests - perform new Station Turn Ups
• Provide regular feedback on troubleshooting where processes or documentation have gaps or inefficiencies
• Update existing and Develop new SOP s
• Perform any additional task assigned by team lead/manager
• Update infrastructure documentation i.e system understanding docs, standard operating procedures, infrastructure diagrams
• Active participation on daily standup meetings and Shift Handover call and provide updates on pending tickets for the next shift