Support Specialist

Do you love sport, 24/7, anytime, anyplace, anywhere? How would you like to be part of our new 24x7 1st line support team who acts as a single point of contact technical monitoring , communications and triage team in a new state-of the art support centre focussed on incident prevention, impact analysis and lightening quick incident notifications?


We are looking for a talented 1st line support representative to join our growing team to build a world class DAZN support centre. As our Support Specialist, you will be key in ensuring that DAZN platform and product is available 24x7x365 to our customers thereby providing service availability, platform stability and continuous service improvements. 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 are proud of our vibrant team at the helm of the Global Live operations arm of the business. So, if you’re also a bit of a chameleon who enjoys adapting to changing business needs, cultures, conditions and work responsibilities, then this could be the role for you!

Due to our live sports schedule, this is a shift-based role so working hours are very flexible including nights, weekends, national and public holidays. Other benefits include 25 days’ annual leave (increasing by 3 days after 3 years), private medical insurance, life assurance, pension contributions up to 5%, access to learning portal, training and development and more  Department 61-458 - Technology - Live Operations Employment Type Permanent - Full Time Location India - Hyderabad Workplace type Onsite Key Responsibilities · 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 live event and 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. Skills, Knowledge & Expertise
·           Min 2 years experience working in 1st Line IT Support desk experience ·           Experience working in a live sports environment ·           Nice to have experience using AWS cloud-based platforms specially Cloud watch , ECS, Lambda etc ·           Experience of using service management ticketing tools like Service Now ·           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 ·           Team-player who is able to work unsupervised. ·           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 (eg 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.
 
 




About DAZN 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:   Agility and creativity fuel growth and innovation, to Make It Happen. 
Prioritising what matters drives progress and positive outcomes, Focusing On Impact. 
Collective ambition builds optimism and success, in order to Win As One. 
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.