· Provide advanced diagnostics at system,
application and infrastructure level for the system.
· Carry out root-cause analysis for major and
recurring incidents and own the permanent fix.
· Open and manage OEM back-to-back support cases under
the same ticket and SLA clock.
· Own configuration, firmware and software
maintenance and coordinate manufacturer releases and upgrades.
· Own the preventive-maintenance procedures and
predictive monitoring for the system.
· Maintain the design documents, SOPs and
knowledge base; mentor and sign off Level-2 competence.
· Provide technical assessment to the Change
Advisory Board for changes to the system.
· Maintain encoders, servers, endpoints and
signage; maintain master-clock distribution and synchronisation.
Requirements
· VITEC and Mobatime (or equivalent) product
training; IPTV/AV and time-distribution experience.
· ITIL Foundation.
Experience. 4
or more years hands-on with the specific system in a comparable environment.
Competencies
· Deep product knowledge.
· Diagnostic and root-cause skill.
· OEM liaison.
· Documentation and mentoring.
Key performance
indicators
· Advanced-incident resolution within SLA.
· RCA delivered within timeline.
· Repeat-incident reduction.
· Certification currency.
Skills Required
- VITEC and Mobatime (or equivalent) product training
- IPTV/AV experience
- Time-distribution / master-clock distribution and synchronization experience
- ITIL Foundation certification
- 4 or more years hands-on with the specific system in a comparable environment
- Advanced diagnostic and root-cause analysis skills
- Experience liaising with OEMs and managing vendor support cases
- Documentation, SOP creation, knowledge-base maintenance and mentoring experience
What We Do
Madre Integrated Engineering is a multinational triangular employment and outsourcing corporation headquartered in Qatar, specializing in providing global talent for projects and offering facility management solutions.
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