Video Engineer L1 in Bucuresti

Job Description About UsInfosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Job purposeThe Central Service Desk (CSD) provides centralised 1st line Video/B2B application/services/Platform support and coordination of all incidents on large business systems to different affiliates/countries throughout Europe. The incidents we coordinate are created pro-actively from our own monitoring or sent to the CSD team by the countries we support.CSD is a 24/7 team so the role will involve shift, evening, night and weekend work. Flexibility is, therefore, a must. Key AccountabilitiesBelow is an overview of the team’s core daily tasks. Monitoring of Platforms/services/Applications: creating incidents / doing triage, trouble shooting and, where possible, resolving actions for alarms receivedEntry point for support for local Country Entertainment, b2b2 teams and business linesMonitor USMS (Remedy ticketing system) queues. Attempt first fix and ad-hoc workaround incident resolution activities, including but not limited to Stop/Start applications on alert [if required and agreed]Raise tasks to other teams in the cases where first time resolution is not possible and coordinate the resolution activitiesChase teams for update on incidents, ensure that those teams are updating the ticketing system with progress / steps takenOrganise and coordinate conference calls for incidents that need a call between multiple teams to speed up resolutionFor Critical incidents (P1s), work with MIMAnswer the CSD phone – usually to countries calling with a question about their open incidentsDeal with escalations coming from countries for example on ageing tickets, lack of responsiveness from teams etc.Follow internal incident-, change- and problem management processes in USMS (Remedy ticketing system)Check Jira for progress on Release (code change) tickets.Coordinate with vendor partners in the resolution of tickets where neededCreate Problem tickets based on recurring incidents and add information as required, ensuring relevant associations between Problem and Issue are loggedOwnership of incidents until fix, with follow up duties, and taking responsibility for e2e resolution, coordinating the fix with second and third line teamsSuggestions on long term improvements to availability of application. Liaise with developers, engineers and the business in order to identify operational issues Knowledge & ExperiencePreferred education/ qualifications:Information Technology knowledge and experience is more important to us that a particular bachelor’s degree but we need demonstrable Entertainment, IT and business skills in various areas – see below. Knowledge & Experience:Experience of working in a large telco or similar company in a complex operational environment is a plus.Proven experience of engaging effectively with people and teams on a variety of different levels (engineer to senior manager level) and from different cultures. Quick to learn, able to work independently, and the willingness to jump in and help the team with any different sorts of activities as required.Strong written and verbal communication skillsAttention to detail, conscientious and persistentFlexible, team playerGood troubleshooting, deep-dive investigation skills Skills & Abilities:Fluent in both written and spoken English.Good all round understanding of large scale IT (business) systems, Entertainment services, Video Operations, STB, OTT platforms basics, CDN/VSPP basics and how these are monitored, triaged and supported within a large organisation. Experience in Windows environmentsIntermediate/Advanced Linux understanding with the willingness to learnBasic understanding of Cloud environmentsExperience in monitoring and scheduling systems is a plus (Nagios, Spectrum, Grafana, Kibana, Splunk, Cronacle etc.)Experience in working with ticketing systems (preferably Remedy and/or Jira)Understanding of Incident, Change, Problem, Release Management (ITIL) processesTomcat / Apache knowledge Knowledge of Unix including shell scripting and system administration work Interface/application/web servers knowledge (important processes, logs)Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.