Application Support Specialist

TL;DR

Application Support Specialist: Providing 24x7 application support for a global OTT platform, including proactive monitoring, incident management, and L1 triage to ensure service availability and quality. Focus on identifying root causes, supporting continuous improvement of operational processes, and maintaining strong knowledge of live streaming architecture.

Location: Onsite in Leeds, UK

Company

hirify.global is a fast-growing sports media company transforming live sport experience for millions of users globally with its OTT platform.

What you will do

• Provide 24x7 application support, including proactive platform monitoring and incident management.
• Perform Level 1 triage for customer-impacting issues and escalate as needed.
• Monitor live and pre-live events, ensuring content availability and quality.
• Maintain accurate incident logs and communicate effectively with stakeholders.
• Utilize service management tools like ServiceNow for ticket management.
• Analyze incidents and platform behavior to identify root causes and suggest improvements.

Requirements

• Prior experience in a technical support or incident response role, ideally in a live operations environment.
• Familiarity with KPIs reflecting service health and customer experience.
• Proficiency using service desk tools like ServiceNow or similar.
• Excellent troubleshooting and data analysis skills.
• Ability to multitask and remain calm under pressure during critical incidents.
• Willingness to work in rotating shifts, including nights, weekends, and holidays.

Culture & Benefits

• Access to hirify.global content.
• 25 days’ annual leave (increasing by 3 days after 3 years).
• Private medical insurance, life assurance, pension contributions up to 5%.
• Family-friendly community including enhanced parental leave.
• Access to workplace mental health platform app (Unmind).
• Learning and development resources.
• Opportunity for flexible working.
• Internal speaker series and events.