Primary Responsibilities:

· Follow up for resolution of incident. Ensuring SLA’s are met on incidents, escalation to next level if required.

· Ensure that monitoring and alerting dashboards of all relevant IT infrastructure, business offerings are operational & active all time.

·  Ensure that you are equipped with understanding alerts & procedure to respond adhering to high availability standards.

· Acknowledge and respond to alerts from monitoring tools and raise incidents where appropriate. Call required on-call engineer and Incident commanders depending on the incident.

· Quickly verify issues reported by CS, ability to understand the magnitude of the incident and its business consequence.

· Basic understanding of business products, IT infrastructure, DC locations, critical services.

· Facilitate troubleshooting issues by providing first hand details of incidents with precise incident times.

· Continuous improvement of 1st line practices to improve first response resolution through knowledge transfer and documentation.

· Ensure details of every incident is discussed & shared within the team including knowledge transfer and the creation and maintenance of documentation.

· Ensure adherence to agreed operational processes.

· Provide out of hours support through an on-call scheme.

Knowledge/Expertise/Qualifications:

Essential

· Excellent written and oral communication skills with a strong service focus. Ability to work with geographically dispersed teams.

· Willing to work in shifts, service focused and able to withstand 24/7 pressure.

· An attitude & willingness to learn basic technical concepts. Disciplined to abide by instructions on SOPs.

Desired

· Prior experience with IT technical service desk.

· Understanding of ticketing system – Service NOW.

· Basic understanding of how internet and websites function.

· Basic understanding of various IT Infrastructure components and its basic function in an environment.

· Example: Datacenters, Servers, Storages, Streaming, Network equipment, Internet links, VPN tunnels, power & cooling, office communication systems, Mailing services, IM services, Windows domain controllers, DNS, NTP, etc.

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.