Service Assurance Engineer

This role sits within a 24x7 Network Operations Centre team responsible for monitoring, identifying and responding to faults across streaming, IP delivery, CDN, broadcast and technology platforms. The position is critical to minimising customer impact by coordinating incident response, communicating with stakeholders, and supporting business continuity and disaster recovery processes. It is an onsite role performed on a rotating roster that includes regular night and weekend shifts.

• Proactively monitor network alerts, platform events, streaming IP delivery platforms, OTT service performance and associated systems.
• Troubleshoot, resolve and escalate incidents to minimise downtime and customer impact.
• Coordinate major incidents, including triage, technical response, stakeholder updates and resolution activities.
• Act as an escalation point for customer-impacting incidents, including initiating SMS alarms and BCP first-event notifications.
• Work with internal teams and third-party providers during incidents, planned maintenance and scheduled events.
• Maintain accurate incident records, operational reports and monitoring systems.
• Manage service assurance processes against service-level agreements and performance measures.
• Support change control, acceptance testing and controlled deployment of live changes.
• Conduct routine checks and audits to identify vulnerabilities, performance issues and improvement opportunities.
• Create clear incident communications, briefings, troubleshooting guides and operational documentation.
• Improve platform performance and stability through process improvements, reporting, scripting and automation.

• Approximately five years' experience in a NOC, service assurance, technical operations or network support environment.
• Experience supporting enterprise networks, OTT, streaming, video or media technology platforms.
• Strong understanding of incident, problem and change management within an ITIL framework.
• Knowledge of IP networks, IP video technologies, OTT services and CDN architectures.
• Understanding of application deployment, DRM and device environments including iOS, Android and Connected TV.
• Experience using monitoring, observability and ticketing tools such as New Relic, ServiceNow, Jira, Confluence, AppDynamics, CloudWatch and Kibana.
• Network troubleshooting experience, including SSH and PuTTY.
• Familiarity with Linux and Windows scripting, web technologies and monitoring-system administration.
• Strong analytical, diagnostic, communication and documentation skills.
• Availability to work a 24x7 rotating roster, including nights and weekends.

• Exposure to OTT monitoring tools such as Youbora.
• A qualification in Computer Science, Information Technology or a related field is desirable, though equivalent practical experience will be considered.

• Onsite role operating on a rotating roster, including regular night and weekend shifts.

• Fox Flex hybrid way of working, with time spent at home and on campus.
• Free and discounted products including Foxtel, Foxtel Broadband, Kayo Sports and BINGE.
• Special days away from work for birthday, cultural and volunteer leave.
• VIP experiences including free tickets to sporting events, red carpet premieres, advance screenings and behind-the-scenes tours.
• Access to the holistic Fox Fit wellbeing program.
• Company-wide meeting-free lunch hours and Friday afternoons.