Sr Manager-Platform Support

Are you passionate about live sport? Are you someone who takes pride in getting the job right first time? Are you an inquisitive person that enjoys investigating issues? DAZN is one of the fasting growing streaming companies in the world and stream over 40 different sports, from more than 300 different leagues, in over 200 countries. We always continue to deliver to our ever-growing number of customers. This is a fast-paced live environment that the right candidate can thrive in.
Our platform support team sits centrally to the business. It is a great opportunity to develop your own skills and knowledge and learn about how a game at a stadium on the other side of the world ends up playing seamlessly on to a customer's device. This is an exciting opportunity to lead our 24x7 platform support team and play a pivotal part in bringing so many of our customers the sport they want combined with great user experience. Our platform support team are on hand 24 hours a day, 7 days a week, 365 days a year to monitor our platform across the globe and provide 2nd line technical support. This includes, deep-diving into playback analytic tools, monitoring all our key functions and critical user journeys and all the micro services that connect DAZN and deliver our content. We provide a first-class service to the business and our customers.
As our new Senior Manager Platform Support, you'll have the opportunity to:

Train and matrix manage a 24x7 (platform support ) team of upto 10-15 1st and 2nd line senior support specialists
Ensure that the DAZN OTT and D4b platform and product is available 24x7x365 to our customers
Work closely with SOC team in Leeds UK and automate, model support processes to ensure that incidents are detected, escalated as quickly as possible to right engineering team to reduce MTTA and MTTR across all incidents affecting DAZN (Over the Top) and commercial premises product
Build strong internal and external relationships with operational and technical teams and third parties
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 lightening 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
Expand your skills and knowledge on OTT and linear delivery and other areas of the business
Serve the live operations team in creation of monitoring dashboards & alerting
Be the main point of triage in live incidents providing advice, data and impact analysis
Technologies:

AWS, APMTooling , Conviva, Log tooling, Jira / Confluence- GitHub, Metadata, AI Alerting
You'll be set up for success if you have:

Experience with dealing with incidents from a technical aspect
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,Logz.io
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
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.