Job Description

Responsibilities

• 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

A BREAKDOWN OF WHAT YOU'LL DO (NOT ALL OF IT JUST THE MOST IMPORTANT STUFF)

• Provide application support and act 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.
• Being the point of contact for escalating issues when necessary.
• Mentoring and supporting colleagues on shift

DO YOU HAVE THESE ESSENTIALS?

• Application Support for Web/ Mobile Cloud based Applications
• Troubleshooting with; HTTP, Unix, Infrastructure, Web Applications (Apache, Node.js), Firewalls and load balancers
• Supporting Cloud-based platforms, ideally AWS, Cloud watch, ECS, Lambda and/or GCP, Azure, etc.
• APM Monitoring tools like Check M, Nagios, New Relic, Datadog, Pager Duty, Logz.io, Conviva, Dynatrace,
• Knowledge of KPIs that indicate performance and customer experience
• Service management ticketing tools like Service Now
• 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 build, follow and update run-books, including deciding severities of our incidents and identifying customer impacts
• Have a fair understanding of web technologies and distributed web applications using variety of languages like Node Js etc.

NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE

• Strong knowledge of OTT, devices, browsers, living room, mobile, web, CDNs, Platforms, Applications
• Familiarity with basic ITIL
• Familiarity with Jira / Confluence
• Experience working in a global organization

HERE'S A BREAKDOWN OF WHAT YOU'LL DO (NOT ALL OF IT JUST THE MOST IMPORTANT STUFF)

• 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.
• Being the point of contact for escalating issues when necessary.
• Mentoring and supporting colleagues on shift

Required Knowledge, Skills, and Abilities

Min 4-5 years 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. 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. Possess exceptional communication skills to ensure our incident communications are clear to our executives. 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 make 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 build, follow and update run-books, including deciding severities of our incidents and identifying customer impacts. 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. Ability to work under pressure and multitasking. Familiarity with basic ITIL. Familiarity with Jira / Confluence. Experience working in a global organization.