15 days old

Production Support Engineer (Nights/Weekends)

El Segundo, CA 90245
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What You Will Do @ AT&T Entertainment Operations

Member of the 24X7 team that is responsible for production support of all streaming products on the Open Video platform (currently: ATT TV, ATT TV Now, Watch TV, DirecTV Everywhere, and NFL Sunday Ticket)
Take ownership of Incident & problem management for the platforms/products, including communications, documentation and bridge facilitation with the goal to minimize customer impact
Utilize multiple tools to monitor the health of each platform and, when incidents are detected, takes action to mitigate through first touch resolution or escalating to respective service owners
Investigate & troubleshoot production issues, including deviations in KPIs on Headend and clients. utilize information in tools to further isolate the source of errors and effectively direct troubleshooting efforts
Maintain high accuracy of incident data in tools
Analyze risk and assign appropriate impact based severity to incidents
Identify alerting & monitoring gaps and assist responsible teams to close gaps by taking action and/or through feedback loop
Identify opportunities for automated remediation of common platform issues and assist in development of remediation scripts when possible
Develop documentation and knowledge base for OpenVideo systems to foster expanded troubleshooting capabilities across the engineering and operations organizations
Develop and deliver training and share knowledge to help increase the skill level of the team
Work with development and operations teams to drive constant improvement in reliability, operability, performance

Working Hours & Location:
Overnight and weekends
Onsite in El Segundo, CA or Irving, TX


Minimum Qualifications:
Associate or BS Degree in Computer Science (CS) or related discipline
1-2 yrs experience with scripting languages such as python and UNIX shell scripts
Experience with OSS tools like ServiceNow and monitoring tools like MoogSoft
Experience with navigation of monitoring tools and dashboards, including Grafana, Conviva, New Relic, Splunk, Elk, Ineoquest, Harmonic VOS, Zabbix, and QuickPanel to analyze and identify faults on all OTT streaming platforms
Understanding of network concepts and implementations
Understanding of cloud concepts and implementations
Familiar with Agile software development practices
Attention to detail and completing work with high degree of accuracy
Ability to efficiently multi-task and succeed in high pressure situations
Excellent interpersonal and communication skills
Proactive, flexible, innovative
Passionate and empathetic about ATTs customers


Minimum Qualifications:
Associate or BS Degree in Computer Science (CS) or related discipline
1-2 yrs experience with scripting languages such as python and UNIX shell scripts
Experience with OSS tools like ServiceNow and monitoring tools like MoogSoft
Experience with navigation of monitoring tools and dashboards, including Grafana, Conviva, New Relic, Splunk, Elk, Ineoquest, Harmonic VOS, Zabbix, and QuickPanel to analyze and identify faults on all OTT streaming platforms
Understanding of network concepts and implementations
Understanding of cloud concepts and implementations
Familiar with Agile software development practices
Attention to detail and completing work with high degree of accuracy
Ability to efficiently multi-task and succeed in high pressure situations
Excellent interpersonal and communication skills
Proactive, flexible, innovative
Passionate and empathetic about ATTs customers

Posted: 2020-03-21 Expires: 2020-05-03

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Production Support Engineer (Nights/Weekends)

AT&T
El Segundo, CA 90245

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