Application Support Specialist
Role details
Job location
Tech stack
Job description
As an Application Support Specialist, you'll be part of a team providing 1st line support for all DAZN platforms globally. Monitoring live sports content, critical user journeys, and playback systems, you'll identify, triage, and escalate issues to ensure swift resolutions. You'll also be at the forefront of live event readiness, monitoring KPIs and platform performance using state-of-the-art tools - 24 hours a day, 7 days a week, 365 days a year. What You'll Be Doing:
- Provide 24x7 application support, including proactive platform monitoring and incident management
- Carry out Level 1 triage for customer-impacting issues and escalate as necessary
- Monitor live and pre-live events, performing health checks to ensure content availability and quality
- Maintain clear, accurate incident logs and communicate effectively with internal stakeholders
- Use service management tools (e.g. ServiceNow) to manage tickets and workflows
- Analyse incidents and platform behaviour to identify root causes and suggest improvements
- Support continuous improvement of operational runbooks, processes, and SOPs
- Build strong knowledge of OTT, live streaming architecture, and metadata workflows
- Be a key escalation point for major incidents, ensuring issues are tracked, prioritised, and resolved rapidly
Requirements
This is your chance to be part of a central operations team that keeps DAZN running 24x7. You'll gain unique insight into the inner workings of a global OTT platform and play a key role in delivering content from stadium to screen. If you thrive in high-pressure environments, love live sport, and are naturally curious and detail-oriented, this is the role for you., * Prior experience in a technical support or incident response role, ideally in a live operations environment
- Familiarity with KPIs that reflect service health and customer experience
- Proficiency using service desk tools like ServiceNow or similar ticketing systems
- Excellent troubleshooting and data analysis skills with a proactive approach
- Ability to multitask and remain calm under pressure during critical incidents
- Strong communication skills for stakeholder updates and internal escalations
- High attention to detail for monitoring, reporting, and documenting issues
- Willingness to work in rotating shifts, including nights, weekends, and holidays
