Shift Lead

Overview

Stats Perform is the market leader in sports tech. We provide the most trusted sports data to some of the world's biggest organizations, across sports, media, and broadcasting.

Through the latest AI technologies and machine learning, we combine decades' worth of data with the latest in-game happenings. We then offer coaches, teams, professional bodies, and media channels around the world, access to the very best data, content, and insights. In turn, improving how sports fans interact with their favorite sports teams and competitions.

How do they use it?

· Media outlets add a little magic to their coverage with our stats and graphics packages.

· Sportsbooks can offer better predictions and more accurate odds.

· The world's top coaches are known to use our data to make critical team decisions.

· Sports commentators can engage with fans on a deeper level, using our stories and insights.

Anywhere you find sport, Stats Perform is there. However, data and tech are only half of the package. We need great people to fuel the engine.

We succeeded thanks to a team of amazing people. They spend their days collecting, analyzing, and interpreting data from a wide range of live sporting events. If you combine this real-time data with our 40-year-old archives, elite journalists, camera operators, copywriters, the latest in AI wizardry, and a host of 'behind the scenes' support staff, you've got all the ingredients to make it a magical experience

Our teams of technical experts specialize in harnessing live sporting data, using advanced cloud technologies, Java, JavaScript and Python. It is these tech teams that enable us to extract patterns through AI and Machine Learning and deliver our insights via APIs. In short, they turn complex data into magical experiences with cutting-edge technology.

Responsibilities:

The role of Shift Lead - Technology Support sits within the Technical Operations Centre (TOC) as part of the wider IT department at Stats Perform. The TOC is responsible for first and second-line support of all back-office and client-facing technology platforms and services. This covers a vast array of cloud and on-premises services, using both third-party and proprietary platforms. TOC are the first to react to issues escalated by client support teams or directly by employees and, in most cases, will resolve them first-time. If an escalation is required, the TOC take the lead, provide detailed triage, and follow the issue to resolution.

TOC work hand-in-hand with Customer Operations as well as third-line IT, Engineering, Video and Architecture. We work 24/7 across three shifts to provide the level of service that our clients and workforce demands of us.

Shift Lead - Technology Support forms part of the management structure for the TOC – they directly manage a team of Analysts and take joint responsibility for the service provided by the team. Reporting to the TOC Manager, the shift lead helps to organize the day-to-day running of the team and drive continuous improvement initiatives. Their role sees them as the point of escalation for issues that arise during an appointed shift – helping to remove blockers and communicating to those affected.

Shift Leads are self-driven; they are fully capable of managing projects effectively and driving them to successful completion with maximum efficiency. 

Shift Leads manage through people; they know the team's success depends on a highly functioning unit. They focus on supporting their team and getting the best from them.

Shift Leads believe in great service; they lead by example and continually seek improvement.

Desired Qualifications:

Shift Leads are capable analysts themselves, but have additional responsibilities:

• Organizing shift patterns and rotas
• Producing and analyzing performance reports
• Introducing innovative ideas and drive improvements
• Running different projects within the team independently 
• Taking the lead on high priority incidents
• Communicating to stakeholders
• Acting as the point of escalation for the team
• Driving down the incident/request backlog
• Managing a team; performing reviews, setting goals, training employees
• Helping to recruit and onboard new analysts
• Reviewing support articles and providing feedback

TOC Technology Skills

The TOC has a combined skillset across various technologies.

We also welcome professionals from a software engineering background who are eager to expand their expertise into the support function, even if you don't possess all the skills listed below.

• Reverse engineering web application issues 
• Troubleshooting API issues
• Server administration and support for Windows and Linux, Apache
• Microsoft administration and software support including AD, Azure AD, Microsoft 365, Teams, SharePoint and software. Single sign-on and MFA support.
• Device management through Intune and Jamf for Mac estate.
• Mac and Windows desktop support
• Database experience, including SQL, MySQL, Oracle
• Scripting languages: CSH, Bash, Perl,
• AWS – EC2 ELK Stack etc.
• Logfile analysis
• Monitoring tools: Checkmk, Nagios, New Relic, PagerDuty, SolarWinds
• Network support and troubleshooting
• Video technology support

GREAT IF YOU ALSO HAVE-

• Vision; to understand what great services looks like and how to provide it
• Managerial skills; a capable manager with the ability to motivate a team
• Communication; knowing how and when to get the message across effectively
• Adaptability; to cope with changing requirements and a complex environment
• Dedication; buy-in to the shared goals and never stop pushing
• An analytical mind; to solve complex problems
• Confidence; to own the issue and follow it through
• Calmness under pressure; to deal with urgent issues and demands
• Empathy; to understand the position of those you are helping
• Organization; to get the team working efficiently

Non-functional skills

• 4 (or more) years' experience in a technology support role
• 1 (or more) years' experience in a management/leadership role
• A broad understanding of enterprise technology (networks, platform, database, security, data centre)

Ideally you will also have:

• An ITIL certification
• Experience with ServiceNow
• Experience with monitoring tools
• The ability to work in, and administer, Microsoft 365

Why work at Stats Perform?

We love sports, but we love diverse thinking more

We know that diversity brings creativity, so we invite people from all backgrounds to join us.  At Stats Perform you can make a difference, by using your skills and experience every day, you'll feel valued and respected for your contribution.  

We take care of our colleagues

We like happy and healthy colleagues. You will benefit from things like Mental Health Days Off, 'No Meeting Fridays,' and flexible working schedules.

We pull together to build a better workplace and world for all.

We encourage employees to take part in charitable activities, utilize their 2 days of Volunteering Time Off, support our environmental efforts, and be actively involved in Employee Resource Groups. 

Diversity, Equity, and Inclusion at Stats Perform

By joining Stats Perform, you'll be part of a team that celebrates diversity. A team that is dedicated to creating an inclusive atmosphere where everyone feels valued and welcome. All employees are collectively responsible for developing and maintaining an inclusive environment. That is why our Diversity, Equity, and Inclusion goals underpin our core values. 

With increased diversity comes increased innovation and creativity. Ensuring we're best placed to serve our clients and communities. Stats Perform is committed to seeking diversity, equity, and inclusion in all we do.