7 дней назад
Application Support Specialist (OTT)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Application Support Specialist (OTT): Providing 24x7 first-line support for global live-streaming platforms, monitoring content delivery, customer journeys, playback systems, and critical KPIs with an accent on incident triage, platform health, and operational reliability. Focus on analyzing service issues, coordinating major incident escalations, and improving runbooks for a high-volume OTT environment.
Location: Leeds, UK; onsite. Rotating shifts include nights, weekends, and holidays.
Company
is a global sports media and streaming company delivering live sports content through an OTT platform.
What you will do
- Provide 24x7 application support through proactive monitoring and incident management.
- Perform Level 1 triage for customer-impacting issues and escalate incidents when required.
- Monitor live and pre-live sporting events, including health checks for content availability and quality.
- Maintain incident logs, manage tickets in ServiceNow or similar tools, and communicate updates to stakeholders.
- Analyze platform behavior and incidents to identify root causes and recommend improvements.
- Improve operational runbooks, processes, and standard operating procedures while supporting major incident resolution.
Requirements
- Experience in technical support or incident response, preferably in a live operations environment.
- Familiarity with service-health and customer-experience KPIs.
- Experience with ServiceNow or similar service desk and ticketing systems.
- Strong troubleshooting, data analysis, communication, and documentation skills.
- Ability to multitask and remain calm during critical incidents.
- Willingness to work rotating shifts, including nights, weekends, and holidays.
Culture & Benefits
- Permanent full-time employment in an onsite operations team.
- Access to and 25 days of annual leave, increasing by 3 days after three years.
- Private medical insurance, life assurance, and pension contributions of up to 5%.
- Enhanced parental leave and an electric vehicle benefit option.
- Learning and development resources, internal speaker series, and company events.
- Inclusive environment with accessibility support available during the hiring process.
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