- We practice a vibrant & energetic office culture.
- We provide opportunities for career advancement within the company.
- Good performance is always rewarded accordingly.
- Handle 24x7 end to end monitoring service and perform first level service recovery for Astro DTH, IPTV, Broadband, 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 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 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 not compromised.
- Manage planned and unplanned notification activities by ensuring minimal impact assessment to customer experiences
- Follow-up on the mitigation actions inline 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 process carried out within the threshold timings and agreed 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 report, performance data reports, incident reports with the 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.
- 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
Associate, MCR Engineer - Cyberjaya, Malaysia - Astro
Description
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