Designation:

Technical Operations and Integrations: Support Engineer

Category:

Technology

Level:

Skilled

Closing date:

15 Nov 2024

Position Type:

Permanent

Location:

Multi Choice Technology

Job Description:

The Organisation
As Africa’s leading entertainment platform and one of the fastest-growing video entertainment providers, Multi Choice Group (MCG) delivers entertainment products and services to over 23.5 million households spanning 50 countries across the continent. With a track record of over 38 years in operation on the African continent, we are proud of our longstanding commitment to providing quality entertainment.
MCG creates and licenses exceptional local and international content, which includes award-winning programming in 40 languages alongside the best sports content. Whether through world-class direct-to-home (DTH) satellite broadcast - DStv, digital terrestrial television (DTT) broadcast - GOtv or over-the-top (OTT) video entertainment streaming services – Showmax (a partnership between Multi Choice, Sky, and NBCUniversal’s Peacock) and DStv Stream, we ensure our viewers enjoy a seamless entertainment experience anytime, anywhere and on any device.
Our offering extends beyond traditional entertainment to provide a range of aggregated third-party services and tech-based consumer services. From Interactive Entertainment like sports betting, and essential Home Services including the internet to Fin-tech and Edutech.
Through our technology company, Irdeto, MCG provides security solutions, that enable it to protect its investment, create new offerings and combat cybercrime.
At MCG, our purpose extends beyond entertainment; we are dedicated to enriching lives and leaving a lasting impact on the communities in which we operate. By creating employment opportunities, nurturing emerging talents in film and sports, and supporting local entrepreneurs and small businesses, we strive to make a meaningful contribution to society.
Innovation, diversity, and community impact define MCG’s journey as we continue to lead Africa into a new era of entertainment.
The group generates revenues primarily through subscription model, with a growing contribution from advertising revenue. Its key objectives are to:

• Expand Pay TV, SVOD subscriber base and Advertising sales.
• Focus on investment and technology.
• Maintain a local approach.
• Provide quality service.
• Attract innovative and motivated employees Join Africa’s most loved storyteller.

Position Name:

• Support Engineer.

Location:

• South Africa, Johannesburg, Randburg

Purpose of the Position:

• The purpose of the Technical Support Engineer role is to provide comprehensive and organic support to event management of the platform and it’s integrative components.

Key Performance Objectives:

• Monitoring Data Dog on different environments for various application and server stacks events.
• Manual Blockings of Live Streams.
• Checking of streams for errors, buffering, etc.
• Escalating to teams – Where there is an issue / problem that needs intervention from a resolving team.
• Setting up custom checks for specific areas (API, endpoint, etc.).
• Management of production issues.
• Working closely with all teams, to understand new developments and requirements, and implementation of new solutions, features and new integrations.
• Clocking in with a check-in on the Mission Control Tems channel.
• Updating Mission Control group during management of escalations.
• Maintaining communications to stakeholders during management of escalations.
• Initiation of War Rooms for high priority issues.
• Completion of Technical Root Cause Analyses and SOE documents for high priority issues.
• Updates, follow ups and resolution of incident tickets.
• Capacity planning with third parties for High Profile Events, Irdeto and Invidi.

Enhance Tech Ops Processes:

• Enhance Mission Control Processes for high profile event & weekend preparation & improvement.
• Weekly issue reporting and tracking with regular updates.
• Implement processes to manage production issues, includes all incidents and production bugs.
• Implement a process to deal with quick system enhancements and reported high customer impacting production issues.
• Drive creation of dashboards showing product.

Technical Initiatives

• Deliver on prioritized technical initiatives like Gitlab Cloud Migration, Support Tool, Leanback 2.0,Automated Regression, Dashboards & Monitoring.

Stakeholder Management

• Actively collaborate with the broader MCG business (MCSA and MAH in particular) to develop product and commercial strategies.
• Actively manage stakeholders across the Group (across MCSA, MAH, EBS, Technology division, etc.) soliciting input into product strategy, providing regular feedback on progress of delivery and collaborating to determine prioritization of initiatives.

People Management

• Manage team members to ensure effective delivery of business unit objectives.

• Develop a high performing team by embedding formal performance development and informal coaching .

• Encourage frequent knowledge sharing between team members.
• Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Review and update the department’s organization structure and role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
• Approve leave requests for team members and create a leave plan to ensure adequate coverage.
• When required, initiate disciplinary processes for team members calling on HR for support.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance.
• Improvement programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognized.

Qualifications

• Degree in IT/Computer Science Advantageous.
• Certification in IT Service Management (ISM) Advantageous.

Experience/Skills

• Exposure within a 24/7 platform monitoring environment.
• Experience with event management of a platform.
• Experience with management of integrative components (advantageous).
• Incident and Problem Management experience (advantageous).
• Understanding of the technical landscape within a streaming environment (advantageous).
• Attention to detail.

Technical Competencies

• Experience with Amplitude, App Dynamics, Data Dog dashboard monitoring, Bitmovin monitoring.
• You have exceptional knowledge of MS 365/office.
• Troubleshooting and analysis.
• Jira experience.
• Cloud experience.
• ITIL.
• CI/CD knowledge.
• Software QA and/or Testing.
• Various service management task experience.
• Understanding of API’s.

Behavioural Competencies

• Be vulnerable.
• Collaboration across the organization.
• Every action should promote the company.
• Faster response times.
• Hold each other more accountable.
• Operate like owners of the business.
• Promote excellence.
• Trust and benefit of the doubt.