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Application Support Specialist

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DAZN is one of the fasting growing OTT companies in the world and stream over 40 different sports, from more than 300 different leagues, in over 200 countries. How would you like to be part of our new 24×7 application support team who acts as a single point of contact technical monitoring, communication and triage team in a new state-of the art support centre focussed on incident prevention, impact analysis and lightening quick incident notifications? Not only this, but you’ll also get the chance to expand your skillset and work with our unique OTT product as well. We’re a dynamic, evolving ‘live’ environment where things can be hectic at times but what a rewarding feeling it is when you are at the reins of transmitting seamless major sporting events across the globe! We put our employees first, with everything we do here at DAZN. That’s why we keep a major emphasis on supporting the training and development of our teams. When joining the DSC, new Application Support Specialists will follow an 8 week training plan:The first 2 weeks will be spent working 9-5 Mon-Fri for tools, and systems training. This is all about the basics, and learning about the other key support teams in Leeds. After this, new starters will begin 2 weeks on day shifts, buddied with a Senior Support Specialist for more advanced training, and get to grips with operational processes. The final step in the plan consists of 4 weeks on full shift, buddied with an experienced Support Specialist. This is where Support Specialists will be working ‘hands on’, but with a training buddy to support them throughout. But it does not end there….At DAZN we focus of the continual learning and development of our people. After this initial training plan, your manager will work with you to create an on-going development plan. This will focus on making sure you have the support, time and resources to train and develop to meet the evolving needs of the role, and your own career aspirations.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? APM Monitoring tools like Check M, Nagios, New Relic, Datadog, Pager Duty, Logz.io, Conviva, Dynatrace, 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 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 organisation

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