Unit Lead- IPTV Support and Monitoring Department

Published Date: 2021-11-02
Application Deadine: 2021-11-13

Number of Vacancy(ies): 1
Qualification: Bachelors degree in Technical or Engineering field
Experience: 3 years in relevant field
Contract of Employment: Full-time
Working Hours: 8 hours
Salary: Negotiable
Job Location: Jawalakhel

Job Duties & Responsibilities:


  • Handle escalations and recommend proactive solutions for repetitive escalations.
  • Ensure technical escalations related to ViaTV are followed up by agents properly
  • Ensure SLA is met for the tickets escalated to ViaTV
  • Ensure timely and proper solutions for tickets escalated is provided by agents
  • Intervene where agents are unable to provide the solutions and handle the situation accordingly
  • Keep up to date information about the devices situated at data centers
  • Evaluate the reports prepared by QCA of the agents and provide insights on how to improve the functionality of the agents resulting in maximum output from teams and individuals
  • Oversee the performance of technical agents
  • Responsible for the day-to-day operation and supervision of the Technical Support Team
  • This position will provide direct supervision of the technical issues of ViaTV
  • Recommend or perform actions to correct problems based on knowledge of IPTV
  • Researches, provides and document confident, accurate solutions to user problems on a timely basis
  • Monitors support activity and inform colleagues and managers of any perceived trends, positive or negative tickets escalation
  • Coordinate ne hire technology training
  • Acquiring and maintaining a highly competent knowledge of relevant issue, current support policies and methods of support delivery
  • Assist in streaming and transcoding.
  • Reporting regarding streaming and transcoding to responsible person.


Major Responsibilities of IPTV Support and Monitoring Department

  • Monitor various regional and international channels
  • Monitor the devices situated at Data Centre
  • Inform and relay message to the concerned departments regarding the downtime of incidents occurring.
  • Report, open & close incident of the incidents occurring.
  • Make proper documentation of all the occurring incidents regarding IPTV
  • Stand as a mediator and central source of information flow of problems between ViaTV and Vianet
  • Manage and maintain the monitoring tools for its smooth operation.
  • Have proper knowledge about the monitoring tools in use namely MRTG, Check MK, Cacti, Zabbix
  • Maintain and manage the data center.
  • Look after the issues and promptly solve any kind of issues related to data center and IPTV
  • Agent should proactively handle technical escalations regarding IPTV.
  • Log customer/employee queries in appropriate heading with problem described in task the task assigned
  • Coordination between the customers and inter departments
  • Identify and escalate priority issues per Client specifications.
  • Develop diagnostic skills with solution in mind for IPTV
  • Involve in documentation and active resolution process based on such requests
  • Update task as action taken to troubleshoot with common title and clear language
  • Timely Escalation of problem to other department and supervisors
  • Educate other team members about the issues and action taken to solve the same.
  • Receive handed over task by other shift and handle with prioritizing solutions.
  • Actively participate in the training (Tech and non tech) to develop the learning
  • Responsible for maintaining the defined KPI of the department
  • Sharp Technical Knowledge and soft communication skills


Benefits of joining us!
• Accidental and Medical Insurance
• Company Bonus
• Dashain Bonus
• Online Medical Consultation
• Paid annual leave and sick leave
• Social Security Fund (SSF)
• Internet Benefit
• We value continuous growth and development