Lead Technical Consultant

Company Overview

At Synamedia, we’re a global team of 1,700+ trailblazers across 20 countries, revolutionizing how the world is entertained and informed. With a legacy of protecting our long-time customers, we’re laser-focused on driving growth and leading the charge as the industry shifts from Pay-TV to IP and streaming. We are the pioneers in next-gen media cloud services who power the viewing experiences of billions of people on Earth with our best-in-class live streaming, distribution, ad tech, cloud platforms, and more.

Our solutions, built over three decades and trusted by 1,000+ customers, fuel giants like Disney, NBA, The Olympics, Astro, Comcast, Tata Play, and many more.

Ready to grow with us and shape the future of media and entertainment solutions? Let’s do it together!

About the Job – Lead Technical Consultant

Key Responsibilities :

• Ensuring a healthy platform delivering smooth services for all the customers.
• Provide strong technical leadership to ensure continuous improvement across the team
• Prime contributor for automation and scripting tasks.
• Must have worked in a fast-paced, quick response / crisis handling team.
• In-depth knowledge and experience of supporting complex projects.
• Command and control during High Priority Events.
• Responsible for contribution in refining Service Centre tools and processes.
• Implement monitoring scripts to prevent repetitive issues.
• Able to work independently or as part of a team towards complex issue resolutions.
• Ability to collaborate with customer deployment teams.
• Solid communicator, with excellent written and spoken Portuguese and English.
• Must know ITIL framework (Incident, Change, Problem, configuration)
• Independently / collectively troubleshoot issues reported by customer on ServiceNow ticketing tool.
• Accurate analysis, tracking and reporting of any problems or issues found during investigation.
• Contribute to the knowledge management in the department.
• Collaboration with the support and deployment teams to resolve issues. Good with documentation and RCA preparation.
• Development of training material, for education and knowledge sharing with other team members as appropriate.
• A good understanding how to monitor and improve service quality.
• Stay on top of customer reported issues, regularly communicate with customers.

Technical Skills :

Qualifications, Experience and Personnal skills :

Growth Opportunities

When welcoming new talent into the team, we are always looking for opportunities to bring in new ideas, those who ask challenging questions and have the curiosity to learn. These qualities are important to us as we nurture a culture of innovation, seize more opportunities to partner with our customers and make a difference as we transform the future of video. To further support your growth and that of our talent pool, Synamedia offers an exhaustive library of skill enhancement resources from AWS, SkillSoft and other partners to help you upskill while on the job. Be it data analytics that piques your brain or content creation, there’s something for every kind of mind.

Benefits and Perks

A Culture of Belonging

Synamedia is committed to promoting a diverse, inclusive and equal opportunity community - a place where we can all be ourselves and succeed. Our values connect us, and we love to win together. We work with a bias to action, have a bold approach and encourage being deeply curious to grow and evolve, as a team.

In our aim to foster a people-friendly environment, we offer a range of family friendly, inclusive employment policies, flexible working arrangements, engagement activities and services to support all our colleagues across our 20 office locations. Synamedia regularly organises community events that promote cohesion and diversity among colleagues. We are proud of our mental health wellbeing initiatives, our Pride month awareness campaign, our cancer awareness programme and much more.

More information

If this role sparks your interest or any questions, or if you require any accommodations to be made to help you through your application, please reach out to our recruitment team, who would be happy to help.