Operations Engineer I – Service Operations (12-Month Contract)

Who We Are

Quickplay is a Content-to-Value Operating System for media and entertainment, connecting every stage of the content lifecycle—from ingest and enrichment to publishing and monetization—through a single, orchestrated AI system. We power video streaming for Tier-1 operators, including Warner Bros. Discovery, TelevisaUnivision, Telekom Malaysia, Television New Zealand, and Gray Media. Headquartered in Toronto with offices in San Diego and Chennai, Quickplay is the proven foundation that broadcasters, sports operators, streamers, and creators rely on to turn their catalog into revenue.

About the Role

Quickplay is looking for an Operations Engineer to join our Service Operations team in Toronto on a 12-month contract. In this role, you will be responsible for monitoring and supporting the day-to-day operations of video streaming platforms used by Quickplay's customers worldwide. You will help ensure the availability and reliability of customer streaming services by proactively monitoring platform performance, identifying service disruptions, responding to alerts, and supporting incident management activities. Working as part of the Service Operations team, you will perform initial troubleshooting, document incidents, and coordinate with engineering and technical support teams to ensure issues are escalated and resolved efficiently.

This position requires working rotational shifts, scheduled on any five days of the week, including weekends, based on operational requirements. Candidates must be flexible and comfortable working different shifts to support continuous service operations.

Key Responsibilities

• Platform Monitoring: Monitor customer-facing OTT video streaming platforms, applications, and services using operational dashboards, monitoring tools, and automated alerts.
• Incident Detection and Response: Identify, acknowledge, and respond to service alerts, streaming disruptions, and operational incidents in a timely manner.
• Initial Troubleshooting: Perform basic troubleshooting and incident triage by reviewing system alerts, logs, dashboards, and service health information.
• Service Health Checks: Conduct routine operational checks to validate streaming availability, playback functionality, application performance, and overall platform health.
• Incident Escalation: Escalate technical issues to the appropriate engineering, infrastructure, or support teams following established incident management procedures.
• Incident Tracking and Documentation: Create and maintain incident tickets, record troubleshooting activities, document findings, and track issues through resolution.
• Operational Communication: Communicate incidents, service disruptions, and operational updates clearly to internal teams and relevant stakeholders.
• Shift Handover: Maintain accurate shift handover notes and ensure ongoing incidents, alerts, and operational activities are communicated effectively between shifts.
• Team Collaboration: Work closely with engineering, infrastructure, and customer support teams to support reliable service delivery and efficient incident resolution.
• Continuous Improvement: Follow established operational procedures and contribute to improvements in monitoring processes, incident response, and service reliability.

Key Qualifications

Technical Expertise and Background

• 1–2 years of experience in technical operations, Network Operations Centre (NOC), application monitoring, production support, IT operations, or a similar technical support environment.
• Basic understanding of incident management processes, including issue identification, troubleshooting, escalation, and documentation.
• Familiarity with monitoring dashboards, alerting systems, or incident management tools.
• Basic understanding of cloud platforms such as AWS, Azure, or GCP.
• Foundational knowledge of application availability, service performance, networking concepts, and system monitoring.
• Ability to identify and investigate service alerts, recognize potential issues, and follow established troubleshooting and escalation procedures.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Good verbal and written communication skills, particularly when documenting incidents and communicating technical issues.
• Ability to manage multiple alerts and prioritize operational tasks in a fast-paced environment.
• Ability to work independently during assigned shifts while collaborating effectively with other technical teams.
• Willingness to learn new technologies, operational tools, and video streaming workflows.

Highly Favorable Skills

• Exposure to OTT platforms, video streaming services, or digital media technologies.
• Experience monitoring production applications, customer-facing services, or cloud-hosted platforms.
• Familiarity with monitoring and observability tools such as Datadog, Grafana, AWS CloudWatch, or similar tools.
• Experience using incident management or ticketing systems such as ServiceNow, Jira, or similar platforms.
• Basic understanding of video streaming concepts such as live streaming, video-on-demand (VOD), playback, buffering, and content delivery networks (CDNs).
• Exposure to scripting languages such as Python or Bash.
• Familiarity with ITIL principles or standard incident management practices.

Cultural Fit

At Quickplay, we thrive on a culture defined by four core principles. As a successful candidate, you'll demonstrate:

• Focusing on Impact: You are proactive, results-oriented, and take ownership of monitoring activities and operational responsibilities. You understand the importance of maintaining reliable streaming services for our customers.
• Being Curious: You actively seek to understand technical issues, learn new tools and technologies, and develop a deeper understanding of Quickplay's platforms and services.
• Being Supportive: You collaborate effectively with team members, communicate clearly during incidents and shift handovers, and contribute to a positive team environment.
• Speaking Up: You raise potential concerns early, communicate service risks, and provide constructive feedback to continuously improve operational processes.

We are committed to fostering a fair, positive, and equitable work environment that supports a diverse workforce.