Job Description

• Providing Fist line support and acting as first responder and carrying out level 1 triage to inbound customer incidents received to the dazn support Centre

• Responsible for Incident Logging, providing business impact assessment, reporting, incident notifications and escalation to resolver teams in a quick and timely manner
• Troubleshooting, providing 1st line fixes and escalating incidents as required, ensuring they are resolved within service level agreements or against agreed key performance indicators
• Carrying out proactive and pre- live event and metadata monitoring checks on across our dazn OTT product to ensure maximum possible uptime
• Responsible for Level 1 monitoring (Business and Technical) and live event monitoring across the DAZN OTT platform and product using variety of tools
• Responsible for sending out live incident communications as soon as incident is detected on the DAZN OTT platform in a timely manner
• Being the point of contact for escalating issues when necessary

Required Knowledge, Skills, and Abilities

Min 2 year’s experience working in 1st Line IT Support desk experience Experience working in a live sports environment. Experience using AWS cloud-based platforms specially Cloud watch, ECS, Lambda etc. Hands on experience in working with monitoring tools like Check_Mk or Nagios or New Relic or ELK or Pager Duty or Logz.io or similar. Experience of writing basic SQL queries. Experience of using service management ticketing tools like Service Now. Knowledge on Network Troubleshooting and analysis including Firewalls, load balancers. Have a fair understanding of web technologies and distributed web applications using variety of languages like Node Js etc. Articulate & possess Excellent written and verbal communication skills. Possess clarity of thought, agility & attention to detail to be ahead of the game through proactivity, driving best practice and incredibly responsive capabilities to give our customers the best customer experience. Exceptional 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. Knowledge of KPIs that indicate performance and customer experience (e.g. re-buffering, video playback failures, video-start failures, capacity monitoring). Strong knowledge of OTT, devices, browsers, living room, mobile, web, CDNs, Platforms, Applications. Confidence to recommend critical business decisions in near-real-time to recover service. Ability to balance multiple concurrent activities when incident occur, to drive performance to ensure communication, escalation, triage and reporting are all done within minutes of key incidents occurring. Attention to detail to follow run-books, including deciding severities of our incidents and identifying customer impacts. Ability to work under pressure and multitasking. Familiarity with basic ITIL. Familiarity with Jira / Confluence. Experience working in a global organization.