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Video Streaming - Application Support Analyst

Basic Information

Ref Number

Req_00142492

Last day to apply

01-Oct-2024

Primary Location

IN - Noida 54 - NSEZ

Država

India

Job Type

Digital Solutions

Work Style

Hybrid, On Site

Description and Requirements


  • Must have 5-7 years of experience.

  • In-depth knowledge of streaming technologies, media protocols, and API standards (e.g., REST).

  • Strong experience with troubleshooting tools, log analysis, and performance monitoring.

  • Proficiency in programming languages or scripting (e.g., Python, JavaScript) and experience with API testing tools (e.g., Postman, Swagger).

  • Provide second-level support for streaming and media API issues that Tier 1 support cannot resolve.

  • Diagnose and resolve complex technical problems related to streaming, media APIs, and backend services.

  • Reproduce and troubleshoot issues reported by customers and internal teams to identify root causes.

Issue Resolution:

  • Collaborate with engineering and development teams to analyze, debug, and fix performance issues.

  • Manage and resolve high-priority incidents and service outages related to streaming and media APIs.

  • Track, document, and follow up on escalated issues to ensure timely resolution and effective communication with stakeholders.

API Integration and Support:

  • Assist developers and customers with API integration, including guidance on API usage, authentication, and error handling.

  • Review and analyze API requests and responses to identify and resolve issues.

  • Work on optimizing API performance and providing recommendations for improving integration efficiency.

Monitoring and Analysis:

  • Monitor streaming services and API performance metrics to proactively identify potential issues and areas for improvement.

  • Analyze logs, error reports, and performance data to troubleshoot and optimize system operations.

  • Generate reports on support metrics, issue resolution, and system performance for internal stakeholders.

Customer and Developer Interaction:

  • Communicate effectively with customers and developers to understand their technical challenges and provide expert guidance.

  • Provide detailed explanations of technical issues and solutions to non-technical stakeholders as needed.

  • Contribute to the creation of knowledge base articles, documentation, and FAQs to assist users and internal teams.

Additional Job Description


  • Rotational shifts (5 AM to 2 PM), (1 PM to 10 PM), Weekend (2 Night shift).

  • Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues.

  • Strong communication skills, both written and verbal, for interacting with customers and internal teams.

  • Ability to work effectively under pressure and manage multiple tasks simultaneously.

Additional Requirements:

  • Experience with cloud platforms and streaming services (e.g., AWS, Azure, Google Cloud) is a plus.

  • Familiarity with support ticketing tools(Zendesk) is advantageous.

  • Flexibility to work various shifts, including evenings and weekends, may be required

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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