Job Description :

Job Title: System Support Engineer 

Location: El Segundo, CA 90245 

Duration: 12+ Months with possible extensions 

Interview Process: Phone/WebEx 

Additional SitesIrving, TX 75039 

10 hours, 4 days a week, nights & weekends. no rotation.

Please ensure your candidate is aware that this position will begin remote; however after restrictions from COVID are lifted they will be expected to come into either the El Segundo office or Irving, TX office as needed.

Required Skills: 

System Engineer

SQL/python/UNIX shell scripts: 

Grafana/New Relic/Moogsoft/Splunk/Elk/Ineoquest: 

Data Analysis/Systems Analysis: 

OTT streaming (Good to have):

ServiceNow (Preferred): 


1) Experience with scripting languages such as SQL, python, and UNIX shell scripts  

2) Experience with navigation of monitoring tools and dashboards, such as Grafana, New Relic, Moogsoft, Splunk, Elk, Ineoquest, Harmonic VOS to analyze and identify faults on all OTT streaming platforms  

3) Experience with Data Analysis and/or Systems Analysis  

4) Excellent interpersonal and communication skills – written and verbal  

5) Familiarity with OTT streaming products and systems. 

Preferred Qualifications:  

• Associate or BS Degree in Computer Science (CS) or related discipline  

• 1-2 years’ experience with scripting languages such as python and UNIX shell scripts  

• Experience with OSS tools like ServiceNow and monitoring tools like Moogsoft  

• Experience with navigation of monitoring tools and dashboards, including Grafana, New Relic, Moogsoft, Splunk, Elk, Ineoquest, Harmonic VOS to analyze and identify faults on all OTT streaming 


• Familiarity with OTT streaming products and systems  

Understanding of network concepts and implementations  

• Understanding of cloud concepts and implementations  

• Familiar with Agile software development practices  

• Attention to detail and completing work with high degree of accuracy  

• Ability to efficiently multi-task and succeed in high pressure situations  

• Excellent interpersonal and communication skills  

• Proactive, flexible, innovative  

• Passionate and empathetic about DIRECTV customers

What You Will Do @ DIRECTV Video & Technology Streaming Operations:

• Member of the 24X7 team that is responsible for production support of all streaming products on the Open Video platform.

• Take ownership of Incident & problem management for the platforms/products, including communications, documentation, and bridge facilitation with the goal to minimize customer impact

• Utilize multiple tools to monitor the health of each platform and, when incidents are detected, takes action to mitigate through first touch resolution or escalating to respective service owners

• Investigate & troubleshoot production issues, including deviations in KPIs on Headend and clients. utilize information in tools to further isolate the source of errors and effectively direct troubleshooting efforts

• Maintain high accuracy of incident data in tools

• Analyze risk and assign appropriate impact-based severity to incidents

• Identify alerting & monitoring gaps and assist responsible teams to close gaps by taking action and/or through feedback loop

• Identify opportunities for automated remediation of common platform issues and assist in development of remediation scripts when possible

• Develop documentation and knowledge base for OpenVideo systems to foster expanded troubleshooting capabilities across the engineering and operations organizations

• Develop and deliver training and share knowledge to help increase the skill level of the team

• Work with development and operations teams to drive constant improvement in reliability, operability, performance

Roles & Responsibilities:  

1) Providing data network operational support, design, engineering, and planning for data network and communications projects involving TCP/IP and related protocol connectivity for networks supporting client’s customers.  

2) Responsible for the management of the interoperability between Cisco and Juniper Layer 3 Platform, through the use of alarm and ticket systems, individual designed customized scripts, customer notification, and business partner escalations.  

3) Troubleshoot complex cross tower issues which may or may not have data network root causes.  

4) Providing real time in-depth analysis and real time trouble resolution of incidents associated with the CISCO, Juniper, and associated Operations Support Systems, and Data Communications Network Technology platforms.  

5) Onsite technical escalation points for the remote client’s LAN, WAN, Firewall, and DNS/DHCP teams.  

6) Manage fault and change ticket queue to ensure proper follow up is performed within required time intervals


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