Service Assurance – NoC Engineer

at  Foxtel

SERVICE ASSURANCE – NOC ENGINEER

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Job no: 3890
Work type: Full time
Location: Artarmon
Categories: Engineering, Technology
Join Our Team As a Service Assurance – NoC Engineer
At Foxtel Group we are a cutting edge, digital business that brings both sports, entertainment, and technology together to deliver customers and fans a unique, world class streaming experience.
As a Service Assurance - NoC Engineer, you will monitor, identify, handle faults, and assure end-to end service for all our Internal Systems and OTT platforms, including Hubbl, Kayo Sports, Binge and Flash.
You will be responsible for maintaining the systems and network monitoring tools, and providing incident co-ordination functions, following up incidents, and escalating issues to the appropriate team.
You will be utilising monitoring tools and coordinating incidents, following up on existing incidents, and escalating major issues. You will also manage first responder initiation on BCP and DR Notifications for platform and environment.
This role works in a flexible 24/7 environment and requires being able to work on a rotating shift roster including nights and weekends.

• Proactive monitoring of network alerts and events, troubleshooting and resolving issues to minimise downtime and ensure uninterrupted services.
• Lead major incident management efforts, engaging cross-functional response teams to quickly resolve critical issues and minimise business and product impacts.
• Monitor Streaming IP delivery Platforms and associated systems
• Collaborate with third parties for incident management and scheduled/unscheduled events related to IP, CDN, broadcast, and technology platforms.
• Maintain and administer monitoring tools and support applications
• Facilitate and participate in change control following best practice and business requirements
• Conduct routine network checks and audits to identify potential vulnerabilities and performance bottlenecks, taking proactive measures to address them.
• Manage service assurance processes to monitor service availability, reliability, and performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and maintain documentation related to network configurations, procedures, and troubleshooting guides to facilitate knowledge sharing and continuity.
• Fault finding and troubleshooting to eliminate problems using ITIL Framework
• Escalation POC for customer impacting incidents to internal or external teams, initiate SMS alarms and BCP first event notification
• Undertake, co-ordinate and/or oversee acceptance testing of new applications and features of Foxtel systems and products
• Improve platform performance and stability through processes, scripts, reporting etc

Your background should include :

• 3-5 years of experience in a technical assurance / helpdesk role, preferably in an Enterprise NOC environment, supporting networks or engineering within the OTT space
• High level understanding of enterprise IT, APIs, Service interactions, Web video technology, CDNs and Cloud
• Understanding of IOS, Android, Connected TV operating environments
• Exposure or understanding of HTTP/ REST and Micro services, network/platform monitoring tools and ticketing systems as well as monitoring tools such as New Relic, Service Now, Confluence/Jira, APM, AppDynamic, Cloud Watch, Kibana
• Experience with OTT monitoring tools like Conviva, Youbora or Mux is desirable but not essential as is experience from Video and OTT
• Ability to work rotating shift roster including regular night and weekend shifts
• Demonstrated tolerance for high volume workload and multi tasking abilities
• Work well in a busy team, being quick to learn and able to deal with a range of issues autonomously