Questhiring
Website:
questhiring.com
Job details:
We are looking for a seasoned and hands-on Triage Lead to drive end-to-end incident management across Android TV (TV Launcher), Smart TV applications, Broadband CPE (RDK-based), backend systems and Mobile Applications
This role requires deep technical expertise, strong leadership, and operational ownership to manage high-severity incidents, ensure SLA adherence, and deliver seamless customer experience. The candidate must be comfortable with on-call responsibilities and travel for critical escalations.
Key Responsibilities
Android TV platforms (TV Launcher, framework, system applications)
Smart TV & OTT applications
Broadband CPE devices (RDK-B) – routers, gateways, modems
Backend systems, APIs, and service platforms
Oversee and manage NatCo Technical Support operations, ensuring alignment with business and customer SLAs.
Perform hands-on troubleshooting across device, application, and backend layers.
Own the complete incident lifecycle: detection, triage, prioritization, escalation, and closure.
Ensure strict adherence to SLA, MTTR, and service quality metrics.
Act as the primary escalation point for critical and high-impact issues.
Lead, mentor, and manage a team of triage and support engineers.
Collaborate with Engineering, DevOps, QA, Network, OEMs, and Field teams.
Drive Root Cause Analysis (RCA) and implement preventive measures.
Establish and improve triage processes, runbooks, and monitoring frameworks.
Provide regular reporting on incident trends, risks, and operational performance.
Participate in on-call rotations and travel for critical issue resolution.
Required Qualifications
Bachelor’s degree in Computer Science, Electronics, Telecommunications, or related field.
15+ years of experience in technical support, incident management, or production operations.
Proven experience managing NatCo / L2-L3 Technical Support teams.
Android TV ecosystem (AOSP, TV Launcher, debugging, system services)
RDK-B (Reference Design Kit for Broadband)
Smart TV/OTT application ecosystems
Backend systems, APIs, and distributed architectures
Networking (TCP/IP, DNS, DHCP, Wi-Fi, LAN/WAN)
Log analysis, debugging, and performance optimization
Preferred Skills
Experience in IPTV/OTT platforms and video streaming (HLS, DASH, DRM).
Knowledge of TR-069/TR-369 and device management systems.
Exposure to cloud platforms (AWS, Azure, GCP).
Experience with observability tools (Grafana, Kibana, Splunk).
Automation/scripting (Python, Shell).
Familiarity with Agile/DevOps environments and CI/CD pipelines.
Leadership & Behavioral Expectations
Strong experience in leading large-scale technical support and triage teams.
Ability to operate effectively in high-pressure, customer-impacting scenarios.
Excellent stakeholder and communication skills (internal & external).
Strong ownership, accountability, and decision-making capabilities.
Balance between strategic leadership and hands-on technical involvement.
Key Performance Indicators (KPIs)
SLA adherence and MTTR
Incident triage accuracy
Reduction in repeat incidents
Customer impact minimization
Team performance and productivity
Click on Apply to know more.
