L1 Engineer Roles and Responsibilities
Role Overview: The L1 Engineer ensures the operational integrity of the OTT backend platform, focusing on scalability, reliability, and security. They manage monitoring, incident resolution, and play a key role in problem and change management specific to OTT environments.
Key Responsibilities:
- Monitoring and Incident Management:
- Monitor OTT platform performance using tools like Grafana, Prometheus, Kibana, and New Relic.
- Respond to alerts promptly, investigate root causes, and escalate issues as necessary.
- Manage incidents from detection to resolution, ensuring minimal downtime.
- Problem and Change Management:
- Perform root cause analysis for OTT-specific issues impacting platform stability.
- Implement permanent fixes and assist in planning changes, adhering to ITIL-based change management processes tailored for OTT platforms.
- Configuration and Security:
- Maintain configurations specific to OTT backend infrastructure and ensure compliance with industry-specific security policies.
- Monitor OTT-specific security logs and promptly report any breaches.
- Customer Support and Communication:
- Provide 24/7 support, including on-call rotations, addressing OTT platform issues.
- Maintain clear communication with stakeholders on incident statuses and resolutions, emphasizing the impact on OTT service delivery.
- Documentation and Tools:
- Document incidents, changes, and OTT-specific configurations accurately.
- Utilize ITSM tools like ServiceNow, tailored for OTT operations, for efficient incident and change management.
Additional Skills and Qualifications:
- Proficiency in OTT-specific monitoring tools such as Grafana, Prometheus, Kibana, and New Relic.
- Familiarity with ITIL framework principles and SRE (Site Reliability Engineering) practices adapted for OTT services.
- Proven experience in operational engineering or L1 support, ideally within OTT or media streaming industries.
- Ability to troubleshoot effectively in fast-paced OTT environments, ensuring high availability and performance.
- Bachelor’s degree in Computer Science or related fields.
