Lead Streaming Engineer

Title: Lead Streaming Engineer

Location: Hyderabad,

Work from office, 24/7 rotational shift.

Experience: 7+Years

We are seeking an experienced and highly skilled Streaming Engineer to join our Streaming Engineering Support team located at our DAZN Hyderabad office. The ideal candidate will play a crucial role in ensuring the reliability and performance of our streaming services, particularly during key events. This position requires a deep technical expertise in streaming technologies with the ability to troubleshoot complex issues and relay information to fellow peer groups. The role demands proactive problem-solving skills, excellent communication, and the ability to work in a high-pressure environment.

Advanced Troubleshooting:

• Provide second-level support for escalated issues from internal and external stakeholders, utilizing advanced troubleshooting techniques to diagnose and resolve complex streaming and infrastructure problems within SLA.
• Perform deep analysis to identify the root cause of recurring or critical issues.

Incident Management:

• Lead the incident response for high-priority or complex issues, ensuring quick resolution and minimal impact to any events.
• Coordinate with DAZN operations and Engineering teams to manage and resolve incidents efficiently.

Root Cause Analysis and Preventive Action:

• Conduct in-depth Root Cause Analysis (RCA) for critical incidents, documenting detailed findings and implementing preventive measures.
• Develop and refine processes and workflows to prevent the recurrence of similar issues.

Mentorship and Training:

• Provide guidance and mentorship to Streaming Support Engineers, helping them to develop their troubleshooting skills and technical knowledge.
• Conduct training sessions for Streaming Support Engineers on new tools, processes, and emerging streaming technologies.

Collaboration with OEMs and Third-Party Vendors:

• Act as the primary point of contact for OEMs and third-party vendors for complex issues, ensuring they provide the necessary support and that their solutions meet our operational standards.
• Collaborate on software or hardware upgrades, ensuring they are thoroughly tested before deployment in production environments.

Configuration Management and Optimization:

• Review configuration changes suggested by Streaming Engineering team and other internal teams, ensuring they align with best practices and operational standards.
• Optimize existing workflows and configurations to enhance system performance and reliability.

Event Monitoring and Support:

• Lead the monitoring and support efforts during high-profile key events, ensuring all systems are prepared and fully functional.
• Perform pre-event readiness checks, real-time event monitoring, and post-event analysis to ensure smooth operation.
• Actively participate in PPV and Hypercare calls, leading communication and troubleshooting efforts to ensure systems remain operational at all times, minimizing any potential downtime.

Late-Night and On-Call Support:

• This role requires 24/7 support, which will be managed through a Rota-based shift system to ensure continuous coverage, to ensure continuous support for key events.
• Provide late-night and on-call support as needed, especially during high-priority events or critical incidents.

Documentation and Knowledge Sharing:

• Maintain and update comprehensive documentation on processes, configurations, incident reports, and RCAs.
• Share insights and best practices with Streaming Engineers and other internal teams to foster continuous improvement and knowledge sharing.

Continuous Improvement:

• Lead post-incident reviews to identify areas for improvement in processes, workflows, and systems.
• Proactively suggest and implement improvements to enhance system reliability, performance, and team efficiency.

Qualifications:

Bachelor's/Master's degree in Computer Science, Information Technology, or a Media/Streaming field.

Must Have Skills:

• 7+ years of experience in a technical support role, with at least 2 years in an L2 or equivalent position within streaming environments.
• Proven experience with troubleshooting HLS/DASH and Smooth Protocols.
• Expert-level expertise in diagnosing and resolving complex issues across end-to-end streaming platforms, CDNs, media processing pipelines, and underlying delivery infrastructure.
• Expert-level experience analyzing and troubleshooting Linux-based streaming platforms using command-line tools and system logs to identify platform and service failures.
• Ability to correlate player QoE, CDN delivery, API latency, and platform logs to determine the true root cause.
• Expertise in Conviva, NewRelic, and Coralogix (or equivalent QoE, APM, and log analytics platforms)
• Strong understanding of Playback Services, including entitlement, session management, manifest generation, DRM, and player-to-origin request flows.
• Strong analytical skills with the ability to diagnose and resolve complex technical issues quickly and effectively.
• Excellent communication skills, with the ability to articulate technical issues to non-technical stakeholders.
• Ability to work under pressure in a fast-paced environment, demonstrating a high level of accountability and ownership.

Preferred Skills:

• Experience with Multitenant Cloud Hosted solutions.
• Experience with Web API's.
• Experience in scripting or automation to streamline operational tasks and reduce manual interventions.