Senior Application Support Engineer

Role & responsibilities:

OTT Platform Support

• Manage and resolve L2-level tickets related to subscription, entitlement, playback, partner activation, and account management on the OTT platform
• Investigate and triage issues across multiple OTT partners (Prime, Hotstar, Zee5, Lionsgate, Apple TV etc.)
• Perform backend reconciliation, CMS refresh, and manual account correction for user-impacting issues
• Identify and report bugs - document reproduction steps, impact assessment, and raise JIRA tickets for L3/Dev team action
• Handle field issues and end-user escalations - investigate device-specific, network-related, and app-side issues reported by end users or field teams

Customer-Facing Responsibilities

• Act as the escalation point for complex customer issues that cannot be resolved at L1/CO level
• Communicate resolution status, workarounds, and timelines clearly to internal stakeholders and client teams
• Draft customer-facing updates, status notifications, and closure communications for escalated cases
• Maintain professional and timely communication with Tata Play client contacts during active incidents and issue investigations

NOC Monitoring

• Monitor platform health, uptime, and key KPIs across TPMA, Binge, and partner apps during assigned shifts
• Identify and escalate P1/P2 incidents proactively - before client impact
• Maintain NOC dashboards and daily/weekly monitoring reports
• Ensure SLA compliance and track open ticket aging across queues
• Support the Incident Manager during major outages - bridge calls, status updates, RCA coordination

Incident Management

• Own end-to-end incident lifecycle - detection, triage, escalation, resolution, and post-incident review
• Coordinate bridge calls and cross-team communication during P1/P2 incidents
• Draft and share incident notifications, status updates, and RCA reports within defined SLA timelines
• Maintain incident logs and ensure all major incidents are documented with corrective and preventive actions
• Apply ITIL-based incident and problem management practices to reduce repeat incidents and drive permanent resolution

Reporting & Data Analytics

• Analyse Mixpanel, Kibana, and New Relic dashboards to identify issue patterns, anomalies, and platform health trends
• Prepare weekly trend analysis, partner-wise issue summaries, and RCA reports
• Contribute to weekly performance decks and monthly review reports shared with client leadership
• Use data to identify recurring issue patterns and propose process or product improvements proactively

AWS Cloud Operations

• Monitor AWS services (EC2, S3, CloudWatch, Lambda, RDS) for platform health and anomalies
• Investigate cloud-side issues contributing to platform degradation or API failures
• Support deployment validation and post-release monitoring on AWS infrastructure
• Raise and track JIRA tickets for cloud-side fixes with the L3 Dev team

Governance & Quality

• Conduct daily audits of L1 ticket handling quality review resolution accuracy, SOP adherence, and reopen rates
• Analyse tickets getting reopened and identify root causes coach L1 agents to minimise first-level troubleshooting errors
• Build and maintain Knowledge Repositories (KB articles, SOPs, decision trees) for all assigned workstreams
• Drive continuous improvement by identifying process gaps and recommending corrective actions