MCR Engineer Associate null

Responsibilities

• Handle 24x7 end to end monitoring service and perform first-level service recovery for Astro DTH,  IPTV, OTT, DIGITAL and IT Services.
• Ensure feed acquisition from incoming source validation based Astro Broadcast Standards and distribute via routing services to all departments involving broadcast operations.
• Coordinate incident management for all service platforms based on the agreed severity matrix and system support SLA(Service Level Agreement).
• Perform day-to-day duties involving incident ticketing received from CCC and Social Media for a final technical resolution to address customer complaints.
• Responsible to prepare and update operation checklists, technical signal diagrams, audits and SOPs.
• Interact with second-level internal and external technical support for resolution and solution findings and bug fixes to the impacted customers.
• Deliver the solution/interim workarounds to internal and external customers within the agreed turnaround time(TAT).
• Establish proactive monitoring for the linear and non-linear services to ensure customer experiences are not compromised.
• Manage planned and unplanned notification activities by ensuring minimal impact assessment to customer experiences 
• Follow-up on the mitigation actions in line with preventive/corrective action plans to ensure no re-occurrences of the incident impact to Astro customers via weekly operation updates
• Involve directly in new PMO projects and CM activities to support the new services and products delivery to end-user customers.
• Communicate incidents in timely escalation for both functional and hierarchy stakeholders within the agreed severity matrix levels and workflows.
• Ensure all the recovery processes are carried out within the threshold timings and agreed on SOP compliances.
• Interact directly with technical leads on system enhancements, product deliverables and BCP readiness.
• Provide operation support for CDN network services based on cloud architecture workflow and broadband ISPs
• Provide monitoring and operation support for DIGITAL/IT data infrastructure and system services.
• Generate daily, weekly and monthly technical reports i.e. shift operation reports, performance data reports, incident reports with accurate data analysis.
• Manage regular updates in the contingency BCP documentation and recovery procedures in DBM(Divisional Business Continuity Manual).
• Assist Shift Supervisors, Station Manager and MCR Manager in all aspects of work deliverables within the department.

Requirements

• Degree in Electronic/Electrical Engineering/Computer/Communication Engineering or equivalent.
• Knowledge in TV/ Satellite/ IP Broadcasting.
• Terrestrial/Multi-Channel Television Broadcast Experience.
• Knowledge in Broadcast Network, Digital and IT Broadcast Services
• Experienced in OTT & Cloud technology
• Equipped with CCNA/ITSM certification and networking skills
• Proficiency in front-end development web programming languages such as HTML and CSS, PHP, JQuery, and JavaScript.
• Proficiency in technical design software especially Microsoft Visio