Senior Manager Platform Support

4 weeks ago

Hyderabad, Telangana, India DAZN Full time
Job Title: Senior Manager Platform Support

About the Role:

We are seeking a highly skilled and experienced Senior Manager Platform Support to join our team at DAZN. As a key member of our operations team, you will be responsible for leading our 24x7 platform support team and ensuring the DAZN OTT and D4b platform and product is available 24x7x365 to our customers.

Key Responsibilities:

* Train and matrix manage a 24x7 platform support team of up to 10-15 1st and 2nd line senior support specialists
* Ensure all incidents are managed, owned, escalated, resolved, communicated and reported on, to SLAs
* Technically lead all aspects of critical incidents
* Customer Advocate - focus on what is deemed to be the best outcome for the customer
* Ensure clear, concise and lightning quick incident communication is triggered to internal and external stakeholders
* Be the point of escalation for the team for major events depending on live event calendar
* Analyse detailed technical logs, that help triage and resolve issues in a quick and timely manner
* Troubleshoot 2nd line issues and really dig into the data to see the impact of issues and advise fixes
* 1st response to all platform related alerts including AWS services
* Proactively monitor the team's performance in hitting KPIs in line with our service level agreements

Requirements:

* 10+ years experience leading a technical operations team/function
* Leading and managing a 2nd line technical monitoring and triage team of support specialists
* Have a good broad technical understanding of monitoring tools and Knowledge and exposure with distributed systems across hyper-scale, AWS Cloud-based environments like Lambda, ECS
* Demonstrated strategic and tactical thinking, quantitative and analytical skills, while under pressure
* Working knowledge of ITIL incident, problem, and change management components
* Demonstrated broadcast experience and understanding of broadcast systems/technologies
* Managing a team of 10+ people in a 24/7 live environment
* Proven experience of stakeholder management / communication
* Knowledge of KPIs that indicate performance and customer experience
* Experience working with APM tooling such as New Relic, Coralogix
* Experience working with live incidents in a fast environment under pressured situations
* AWS Microservice knowledge such as ECS, Lambda, SQS, Cloudwatch
* Experience working with a streaming analysis product (Conviva)
* Experience acting as a technical point for 1st/2nd line triaging and escalation

What We Offer:

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:

* 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
* Passionate - people who are proud of our product, our content and our business - and love to shout about it
* 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

Equal Opportunities:

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.

How to Apply:

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.

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