Platform Controller/Support Engineer
Deliver incident support to the Platform Controller team through the accurate detection and logging of faults and email management.
Ensure broadcast content is robustly delivered without fault through the accurate completion of proactive & reactive service and system checks.
Assist the Platform Controller team with volume broadcast incidents through their effective triage, prioritisation, logging and problem management.
Contribute to the first line support of Launches, Premier’s and Special Events.
Assist the Platform Controller team with operational readiness activities during trials and early life support.
Support the expansion of existing platforms and technological innovation by providing operational support.
To be aware of the potential impact of upcoming planned maintenance. To proactively monitor potentially affected systems while work is going on and report unforeseen symptoms to change implementers.
Platform Control provides first line support for the platform 24 hours a day, 7 days a week.
Shift base 24/7/365
Shift Pattern 554 (Five days on / Five off / Five Nights / Five Off / Four Days on / Four Off)
Deliver incident support to help minimise downtime to customers, Wholesale Partners, and 3rd Party Content Providers
Using available monitoring tools and fault notifications quickly and accurately diagnose impact & incident priority
Accurately complete all checks whether proactive or reactive and maintain accurate records of incidents and their status
Follow the correct escalation procedures to effectively prioritise & manage incidents in a timely and professional manner
Understand how Incidents relate to Problems and assist in identifying trends impacting stability
Support daily review calls with stakeholders
Contribute to comprehensive handovers between shifts.
Ensure all housekeeping duties are performed. Such duties include the management of the Platform Control Inbox, the upkeep of pertinent information and other related tasks which help the efficient running of the Platform.
Provide operational support for new developments including User Acceptance testing.
Experience of Broadcast (DTH & OTT Apps) Platforms systems and workflows
Experience of Platform systems & workflows. Working knowledge of Databases, Microsoft, Unix or Linux, Understanding of Networks
This role is inside IR35