Job Description

We are one of the fastest growing video streaming services globally and are due to launch in 200 countries (from 8) in December this year! Due to our rapid growth and success, we are building a new global central support function in Leeds who will act as a single point of contact for technical monitoring, communication, and triage, in a new state-of the art support Centre focused on incident prevention, impact analysis and lightening quick incident notifications.

Benefits include 25 days’ annual leave (increasing by 3 days after 3 years), private medical insurance, life assurance, pension contributions up to 5%, access to learning portal, training and development and more

• Assist Head of function in building a global streaming support function
• Lead and mentor team with problematic issues
• Extensive knowledge of leading a technical support desk
• Working in shifts for 24/7 support of DAZN’s platform, especially during live broadcasts/events
• Line Managing the 1st line team of 5-6 support specialists and being their escalation point for technical issues
• Champion written procedures, make sure support desk staff follow procedures
• Create processes, runbooks and procedures that optimize DAZN support Centre team, documenting these in the knowledge base
• Make critical business decisions in near-real-time to recover service and lead the resolution teams
• Carry out appraisals, performance reviews, delivering feedback, running meetings, and having constructive conversations with team members
• Attention to detail before live broadcasts to give our customers the best customer experience

Required Knowledge, Skills, and Abilities

Managing 1st Line IT Support desk and monitoring team of support specialists. Cloud-based platforms, ideally AWS, Cloud watch, ECS, Lambda etc. Monitoring tools like Check M, Nagios, New Relic, Pager Duty, Logz.io or similar. Possess exceptional communication skills to ensure our incident communications are clear and timely to our executives. Ability to determine precise customer impacts on our incidents through analysis of CS, social, error codes, playback failures etc. Service management ticketing tools like Service Now. Knowledge of Network Troubleshooting and analysis including Firewalls, load balancers. Understanding of web technologies and distributed web applications using variety of languages like JavaScript. Familiarity with Jira / Confluence. Experience working in a global organization. ITIL V3 Foundation certificate (or equivalent). OTT monitoring expertise: to include Conviva, New Relic, ServiceNow. As well as Live and VOD, possess strong capabilities in operations covering Sign Up, Sign In, Payments, My Account, Pause and Cease.