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• Can you tell me about the project and the day-to-day responsibilities for the contractor?
We support the operational experience for the Xfinity Stream app (on iOS, Android, Web, Roku, Smart TV, Chromecast, Fire TV, and Flex) as well as the Flex and XClass TV platforms. Support rotations (only during business hours) that include:- Being the 'point person for two-week stints' every 4-6 weeks- Sending out daily email reports on the health of the application experience from the day before- Understanding the experience health and key metrics- Reviewing any alerts that fired in the last 24 hours, and reporting on why they fired, and taking any needed actions to investigate and escalate- Chasing down any major sevs to report impact in the reports and in documentation we keep- Staying on top of any ongoing issues, and following up with Production Support as needed- Escalating issues to teams that need to resolve them internally, and externally through Production Support- Reading reviews and other feedback to get an overall sentiment or trend and gauge if there are any new user issues we should be tracking down, or spikes in issues that may seem new- Creating triage tickets for application issues from user feedback and following up with those tickets- Investigate any assigned tickets of issues caused by or impacting application and escalate to appropriate teams- Evaluating the key performance metrics trend every week Triaging individual issues outside of 'support' as needed:- Using Splunk and Kibana, to identify what's causing an issue, or measure the experience- Collaborate with engineering teams to understand resolution- Following up until resolved or mitigatedCollaborating with Stream engineering teams on operational support for upcoming releases and/or new feature development to ensure we're prepared to support these in production.Measuring success of new features, or current experiences in production.Maintaining reliable alerting and key metrics dashboard.Helping create and maintain documentation to generate efficiencies in supporting the Stream experience.Owning areas of improvement to organize and track such as error reporting improvements, success rate improvements, etc. that will be key to operational progress, and working in collaboration with engineering teams to make changes.Supporting team members as needed with the overflow of support tasks, or additional engineering needs in code management for our data infrastructure, language learning tool, and/or other automation pipelines. • What are the top three MUST HAVE skill sets (technical) that are required?- Python or some basic programming experience (we can send a simple test to candidates before interviewing them to see if they can complete creation of a script)- SQL or Splunk experience (some kind of query writing experience)- Data experience of some kind (this isn't a technical tool or language, but needs to have worked with data) • What are top three PREFERRED skill sets (technical)?- Data querying using Splunk or Kibana, database management in influxDB, and data visualization using Grafana, Splunk, Kibana, etc.- Python is the preferred programming language- Experience designing, setting up, or maintaining automation tools • Soft Skill requirements (team fit/personality requirements)- Flexibility is required as priorities due to issues that arise can change at a moment's notice- Ability to work well with other people, and take initiative in coordinating and getting information from folks on various ongoing things- Helpful if they're confident speaking in larger groups or meetings on topics we're driving or issues we're reporting.- Problem solving and attention to detail as we triage issue and perform data analysis on key metrics to measure success of app experience •Are nonlocal or remote candidates considered?- Not at this time. Candidates will be expected to work out of the Philadelphia offices at some point in the near future.- ID: #49349152
- State: Pennsylvania Philadelphia 19019 Philadelphia USA
- City: Philadelphia
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2023-02-26
- Deadline: 2023-04-08
- Category: Et cetera