Service Assurance Engineer

Description

As part of our 24x7 Network Operations Centre team, you will monitor, identify and respond to faults across streaming, IP delivery, CDN, broadcast and technology platforms. You’ll play a critical role in minimising customer impact by coordinating incident response, communicating with stakeholders and supporting business continuity and disaster recovery processes.

This is an onsite role operating on a rotating roster, including regular night and weekend shifts.

Key Responsibilities

• Proactively monitor network alerts, platform events and OTT service performance.
• Troubleshoot, resolve and escalate incidents to minimise downtime and customer impact.
• Coordinate major incidents, including triage, technical response, stakeholder updates and resolution activities.
• Act as an escalation point for customer-impacting incidents, including initiating SMS alarms and BCP first-event notifications.
• Monitor streaming IP delivery platforms and associated systems.
• Work with internal teams and third-party providers during incidents, planned maintenance and scheduled events.
• Maintain accurate incident records, operational reports and monitoring systems.
• Manage service assurance processes against service-level agreements and performance measures.
• Support change control, acceptance testing and controlled deployment of live changes.
• Conduct routine checks and audits to identify vulnerabilities, performance issues and improvement opportunities.
• Create clear incident communications, briefings, troubleshooting guides and operational documentation.
• Improve platform performance and stability through process improvements, reporting, scripting and automation.

About your experience

• Approximately five years’ experience in a NOC, service assurance, technical operations or network support environment.
• Experience supporting enterprise networks, OTT, streaming, video or media technology platforms.
• Strong understanding of incident, problem and change management within an ITIL framework.
• Knowledge of IP networks, IP video technologies, OTT services and CDN architectures.
• Understanding of application deployment, DRM and device environments including iOS, Android and Connected TV.
• Experience using monitoring, observability and ticketing tools such as New Relic, ServiceNow, Jira, Confluence, AppDynamics, CloudWatch and Kibana.
• Exposure to OTT monitoring tools such as Youbora is desirable.
• Network troubleshooting experience, including SSH and PuTTY.
• Familiarity with Linux and Windows scripting, web technologies and monitoring-system administration.
• Strong analytical, diagnostic, communication and documentation skills.
• Availability to work a 24x7 rotating roster, including nights and weekends.
• A qualification in Computer Science, Information Technology or a related field is desirable, though equivalent practical experience will be considered.

Life at Foxtel Group

A career with us means working across one or more of our brands including Foxtel, Kayo Sports, BINGE, Fox Sports and Foxtel Media. When you join, the Perks at Work are taken care of:

• You’re part of Fox Flex, our hybrid way of working with time spent at home and on campus
• Free & discounted products including Foxtel, Foxtel Broadband, Kayo Sports and BINGE
• Special days away from work for Birthday, Cultural & Volunteer Leave
• VIP Experiences: Free tickets to sporting events, red carpet premieres, advance screenings, and behind-the-scenes tours.
• Access to our holistic Fox Fit wellbeing program
• Company-wide meeting-free lunch hours and Friday afternoons

A note to recruitment agencies - we have this role covered. There is no need to get in touch, we do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.