Job Location: hybrid in Bucharest
Type: Full-time role | Permanent or Contract
Your Responsibilities
- Act as the first point of contact for customers regarding Media Services and related platforms.
- Receive, log, qualify, and manage customer requests and incidents through the ticketing system.
- Perform initial troubleshooting and triage (basic log checks, monitoring review, system status verification, access validation).
- Manage User Access Management (UAM) tasks: account creation, modification, deactivation, role and permission assignments.
- Monitor systems and live services and proactively raise incidents when anomalies are detected.
- Ensure tickets are properly categorized, prioritized, and documented according to SLA requirements. Escalate incidents to Media Operations, DevOps, or Product teams with structured information.
- Follow up on open incidents and service requests to ensure timely resolution.
- Maintain high-quality ticket documentation for reporting and SLA measurement.
- Identify recurring incidents or service degradation patterns and communicate risks.
- Contribute to knowledge base updates and continuous service improvement initiatives.
Your Profile
- 1–3 years of experience in Service Desk, Customer Support, IT Support, or Operations Support (Media/Streaming is an advantage).
- Good understanding of IT fundamentals (applications, networking basics, system monitoring).
- General understanding of Media environments (streaming, live services, VOD, OTT models).
- Experience with ticketing systems, monitoring dashboards, and structured operational processes.
- Familiar with User Access Management processes and identity lifecycle.
- Able to qualify issues and escalate effectively to 2nd/3rd level teams.
- Strong organizational skills and ability to manage multiple tickets in parallel.
- Clear and professional communication skills.
- Fluent in English; French and/or German are an advantage.
