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Application Support Specialist

  • DAZN
  • Leeds, United Kingdom
  • 15/05/2024

Job Description

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 fasting growing streaming companies in the world and stream 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 play back journeys, all our key functions and critical user journeys and all the micro services 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.  

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, and access to our internal speaker series and events.

As our new Application Support Specialist, you’ll have the opportunity to:

  • Provide application support and act as first responder and 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
  • Carrying 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
  • Being 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 be set up for success if you have:

  • Experience with dealing with incidents from a technical aspect
  • Knowledge of KPIs that indicate performance and customer experience 
  • 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   

Even better if you have:

  • Demonstrable Incident Management experience  
  • A healthy passion for getting to the important detail of incidents  

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. 

As part of our team,you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. 
 
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:  
 
AMBITIOUS – people who want to make a big impact and drive DAZN forward. 
 
INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business.  People who come up with better, simpler ways of doing things. 
 
PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it.  People who love what they do and show commitment every day. 
 
BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results. 
 
SUPPORTIVE – people who know that we achieve more as a team than as individuals.  People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers.  People who consider others before making decisions. 

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. 

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.
 
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
 
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
 
We look forward to hearing from you.