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Senior Application Support Specialist

  • DAZN
  • Leeds, United Kingdom
  • 17/05/2024

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 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 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, opportunity for flexible working, and access to our internal speaker series and events.

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

  • Provide application support and act as first responder in terms of spotting, replicating, triage and escalation of incidents  
  • 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 the best customer experience. 
  • Responsible 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  and be able to delegate and get everyone involved in a common goal   

You’ll be set up for success if you have:

  • Application Support for Web/ Mobile Cloud based Applications 
  • Experience with tools such as Coralogix, Conviva, AWS, Zuora, Zendesk, Halo, GitHub 
  • Knowledge of KPIs that indicate performance and customer experience 
  • Demonstrable experience of incident management and processes 
  • 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 developer tools and understanding logs to find issues.  
  • 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 organisation 
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.