Provides first-level technical support, monitoring, incident management, troubleshooting, and fault resolution for OTT platforms including Astro Go and Sooka. Manages live events, promotions, app configurations, content performance, tickets, escalations, reports, inventory, documentation, system upgrades, vendor coordination, and project implementation. The role also supports application optimization and internal custom system development while working 12-hour shifts, including weekends.
WHY JOIN US?
We practice a vibrant & energetic office culture.
We provide opportunities for career advancement within the company.
Good performance is always rewarded accordingly.
“It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.”
JOB RESPONSIBILITIES:
WHAT YOU WILL DO:
- Network and System monitoring, fault resolution, technical support and attend to trouble ticket for all areas under departmental responsibilities.
- Responsible on technical support for Astro Go, Sooka and 3rd party integrated App.
- Responsible to act as Incident Manager in the event of any failure on OTT Platform.
- Address and resolve technical complaints from internal and external parties.
- Create/Config pay per view live event on CMS and on multiple payment method.
- Create/Config promo/product on Google/apple console
- Manage UI/UX/Rail/Swimlane creation and config
- Perform first level troubleshooting, and technical fault rectification within agreed KPI.
- Attend to Trouble Ticket (TT), escalate to appropriate internal/external parties, and close TT within the established SLA/KPI.
- Perform proactive monitoring on the content and system/network performance to ensure compliance with specifications.
- Execute escalation as per departmental SOP.
- Update stock keeping and inventory operations.
- Develop technical documentation including scope of coverage for all computing requirement
- Assist Delivery/QA team and Senior Engineer in project implementation.
- Liaise with vendors on technical matters.
- Carry out system upgrade and modification work.
- Generate daily shift reports, performance data reports, incident reports and ad-hoc reports as required.
- Check performance of the application, fine tuning and find fault for improvement
- Design and build custom application or system for internal team
REQUIREMENTS:
WHO YOU ARE:
- Degree in IT/Computer/Communication Engineering, Computer Science or equivalent
- Experience in OTT support and operations 1 or 2 years
- Knowledge in AWS & CDN Management, Monitoring Tools
- Knowledge in database applications and programming skills, e.g. Microsoft, SQL, ASP.
- Good understanding on networking protocols
- Knowledge is multi type of Operating System eg Windows, Linux
- Interest and knowledge in Mobile Devices
- Computer literate and good knowledge on Windows, Microsoft Office
- Ability to understand and review technical drawings, e.g. Visio
- Good oral/written communication
- Willing to work on irregular hours, 12 hour’s shift base including weekends
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