Engineer IGW & IPTV Monitoring

About the Role
This position involves providing technical and operational support for the IPTV Headend and Middleware Networks. You will handle incidents and technical requirements, ensuring optimal performance and uptime of services. This role requires effective collaboration with internal and external stakeholders to resolve issues and maintain high service quality.

Key Accountabilities

• Handling daily incidents and trouble tickets as per operational policies and scope of work.
• Acting as a technical and process leader for the Operation and Maintenance of IPTV Headend and Middleware Networks which includes:
  • Comprehensive knowledge of Headend devices (e.g., Splitters, amplifiers, L-band distributors, DCM MKII 9902: DCM DRD, DCM GBE, DCM MFP, DCM MUX), Acquisition server, Distribution server, and VOD server.
• Providing first-level troubleshooting and monitoring support.
• Keeping the Team Lead and Manager informed with regular progress reports on incident resolution.
• Establishing and maintaining effective relationships with internal and external parties, including Business partners, Commercial teams, and Customer Operations.
• Monitoring vendor performance for incident handling.
• Managing first-level troubleshooting and handling trouble ticket management.
• Conducting 24/7 monitoring of IGW, Fixed Voice, and IPTV KPIs, ensuring they meet the company Network Standards.
• Preparing and maintaining an up-to-date documentation manual/diagrams of existing devices and solutions to assist in incident handling and ensure smooth day-to-day operations.
• Preparing technical reports and documentation related to incidents.
• Supporting new project and service acceptance from SOC Operations and monitoring daily activities within the Service Operations Centre.
• Handling CR Login/Logout procedures.

Qualifications

• Minimum Bachelor’s degree in Telecommunication Engineering or a related discipline.

Experience

• 3-5 years of strong telecom knowledge and experience in the following technologies:
  • Nokia & Huawei ATCA IGW, SBC, & U2000 and NetAct
  • IPTV Headend and Middleware Networks Technologies.

Skills

• Proficient in programming and automation.
• Understanding of agile methodologies.
• Ability to operate effectively in a 24/7/365 environment.
• Strong capability to juggle multiple tasks while prioritizing effectively and executing follow-through on each task.
• Knowledge of network implementation and integration processes.
• Sound knowledge of CS Core, Fixed Voice Network with hands-on experience on IGW nodes.
• Technical expertise in Core Network and familiarity with SIP protocol working principles.
• Experience providing technical support to field teams in troubleshooting IPTV Nodes (e.g., DRD, MFP, Mux, etc.).
• Skilled in addressing customer complaints related to the IPTV platform.
• Ability to work under pressure and effectively manage network crises and emergencies.