Support Specialist
Department:
61-458 - Technology - Live Operations Employment Type:
Full Time Location:
UK - Leeds
Description
WHAT'S YOUR NEW ROLE ABOUT? Are you passionate about live sport? Are you someone who takes pride in getting the job right first time? Are you an inquisitive person that enjoys investigating issues? DAZN is one of the fastest growing streaming companies in the world and streams over 40 different sports, from more than 300 different leagues, in over 200 countries. We always continue to deliver to our ever-growing number of customers. This is a fast-paced live environment that the right candidate can thrive in. Our application support team sits centrally to the business. It is a great opportunity to develop your own skills and knowledge and learn about how a game at a stadium on the other side of the world ends up playing seamlessly on to a customer’s device. This is an exciting opportunity to join our 24x7 application support team and play a pivotal part in bringing so many of our customers the sport they want combined with great user experience. Our application support team are on hand 24 hours a day, 7 days a week, 365 days a year to monitor our platform across the globe and provide 1st line support. This includes monitoring all playback journeys, all our key functions and critical user journeys, and all the microservices that connect DAZN and deliver our content. We also make sure that any issues are escalated to the right place and are resolved as quickly as possible. We provide a first-class service to the business and our customers.
As our new Support Specialist, you’ll have the opportunity to:
Provide application support and act as first responder, carrying out level 1 triage to customer impacting incidents. Learn and develop all about how DAZN provides top tier content to its customers. Create detailed incident logs that help triage and resolve issues in a quick and timely manner, providing brilliant communication to business stakeholders. Troubleshoot 1st line issues and really dig into the data to see the impact of issues and provide fixes. Carry out proactive and pre-live event and metadata monitoring checks across our product to ensure customers have the content they want when they want it. Proactively monitor the platform’s performance and KPIs in line with our service level agreements, using our state-of-the-art tools. Be the point of contact for escalating issues when necessary. Expand your skills and knowledge on OTT and linear delivery and other areas of the business.
You'll have:
Experience with dealing with incidents from a technical aspect. Knowledge of KPIs that indicate performance and customer experience. Experience with service management ticketing tools such as Service Now. The ability to balance multiple concurrent activities when incidents occur, to drive performance to ensure communication, escalation, triage, and reporting are all done as quickly and accurately as possible. Attention to detail to build, follow, and update run-books, including deciding severities of our incidents and identifying customer impacts.
Benefits
Benefits include access to DAZN, 25 days’ annual leave (increasing by 3 days after 3 years), private medical insurance, life assurance, pension contributions up to 5%, family-friendly community including enhanced parental leave, electric vehicle benefit option, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working, and access to our internal speaker series and events.
#J-18808-Ljbffr
Department:
61-458 - Technology - Live Operations Employment Type:
Full Time Location:
UK - Leeds
Description
WHAT'S YOUR NEW ROLE ABOUT? Are you passionate about live sport? Are you someone who takes pride in getting the job right first time? Are you an inquisitive person that enjoys investigating issues? DAZN is one of the fastest growing streaming companies in the world and streams over 40 different sports, from more than 300 different leagues, in over 200 countries. We always continue to deliver to our ever-growing number of customers. This is a fast-paced live environment that the right candidate can thrive in. Our application support team sits centrally to the business. It is a great opportunity to develop your own skills and knowledge and learn about how a game at a stadium on the other side of the world ends up playing seamlessly on to a customer’s device. This is an exciting opportunity to join our 24x7 application support team and play a pivotal part in bringing so many of our customers the sport they want combined with great user experience. Our application support team are on hand 24 hours a day, 7 days a week, 365 days a year to monitor our platform across the globe and provide 1st line support. This includes monitoring all playback journeys, all our key functions and critical user journeys, and all the microservices that connect DAZN and deliver our content. We also make sure that any issues are escalated to the right place and are resolved as quickly as possible. We provide a first-class service to the business and our customers.
As our new Support Specialist, you’ll have the opportunity to:
Provide application support and act as first responder, carrying out level 1 triage to customer impacting incidents. Learn and develop all about how DAZN provides top tier content to its customers. Create detailed incident logs that help triage and resolve issues in a quick and timely manner, providing brilliant communication to business stakeholders. Troubleshoot 1st line issues and really dig into the data to see the impact of issues and provide fixes. Carry out proactive and pre-live event and metadata monitoring checks across our product to ensure customers have the content they want when they want it. Proactively monitor the platform’s performance and KPIs in line with our service level agreements, using our state-of-the-art tools. Be the point of contact for escalating issues when necessary. Expand your skills and knowledge on OTT and linear delivery and other areas of the business.
You'll have:
Experience with dealing with incidents from a technical aspect. Knowledge of KPIs that indicate performance and customer experience. Experience with service management ticketing tools such as Service Now. The ability to balance multiple concurrent activities when incidents occur, to drive performance to ensure communication, escalation, triage, and reporting are all done as quickly and accurately as possible. Attention to detail to build, follow, and update run-books, including deciding severities of our incidents and identifying customer impacts.
Benefits
Benefits include access to DAZN, 25 days’ annual leave (increasing by 3 days after 3 years), private medical insurance, life assurance, pension contributions up to 5%, family-friendly community including enhanced parental leave, electric vehicle benefit option, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working, and access to our internal speaker series and events.
#J-18808-Ljbffr
