Support coordinator leader

Company introduction

RGE is a content and production company of Israel, which owns the main kids’ television channels and sport channels production in Israel. The company also the sole provider of all major Israeli VOD contentfor TV services.

Description:

RGE is looking for a support coordinator leader which will be a call center for monitoring the operations system.In this role you will operate the appropriate staff according to the situation. In addition, you will be responsible for managing a support team and youwill form a direct contact with the customer. The ideal candidate will provide highest-level of technical support to help resolve customer problems, be able to work independently, and have a passion for delivering excellent customer experience.

Responsibilities:

• Monitor RGE’S operations system (Opsgenie) from Alerts and deal manly with P2 and P1 issues.
• Be available in a channel (e.g. Slack) for issues discovered by users / service team (customer service etc).
• Document Procedures, Network Diagrams etc.
• Deploy new versions and ensure their stability after deployment.
• Participate in planning meetings (and similar).

After receiving an alert or issue is identified:

• Identify the system causing the issue (e.g. CDN, Backend, Application, Video server).
• Collect relevant data, logs, details (e.g. HTTP errors etc).
• Open a well-defined ticket to the relevant vendor.
• Working with the vendor to further identify / understand the cause.
• Monitor SLA.

Requirements:

• English Speaking – Must.
• OTT knowledge – Must.
• Experience with Network data gathering and investigating(Charles Logs, Wireshark etc).
• Experience with Documentation creation (Network Diagrams, Operational Procedures, Troubleshooting Guides etc).
• Technical skills.
• A responsibleand dedicated person.
• Experience in team management.
• Experience in customer support department.