Sarian Solutions

Hyderabad, Telangana

Job Role - Broadcast EngineerDuration - FulltimeLocation - Austin, TXJob Description -Respond and take necessary troubleshooting actions to incidents escalated from Analyst (Tier 1) team Perform advanced troubleshooting on incidents by following defined SOP s and meeting to the stipulated SLA levelsTriage and escalate appropriately as necessaryEnd to end ownership till ticket closureValidate problem descriptions, perform detailed diagnosis, track and update incident in trouble-ticketing systemHandling backlog tickets from previous shift and made sure the necessary follow ups doneMaintain track of external (Telco/Providers) escalation and perform follow up s for any outstanding tickets and RCA s Participate, drive and manage major incidents Develop postmortem reports as necessary and Drive problem managementCommunicate and handle escalated incidents and work closely with Customer and all stakeholders with regular outage notificationWork on Service requests - perform new Station Turn UpsProvide regular feedback on troubleshooting where processes or documentation have gaps or inefficienciesUpdate existing and Develop new SOP sPerform any additional task assigned by team lead/managerUpdate infrastructure documentation i.e system understanding docs, standard operating procedures, infrastructure diagramsActive participation on daily standup meetings and Shift Handover call and provide updates on pending tickets for the next shift