Application Support Specialist

DAZN; Churwell; On-site; GBP 30,000 - 46,000; Full time

Benefits offered by this job

25 days annual leave

Private medical insurance

Life assurance

Pension contributions up to 5%

Family friendly policies

Electric vehicle benefit

Learning and development resources

Flexible working

Internal speaker series and events

Job summary

DAZN is seeking an Application Support Specialist to join our Live Operations team in Leeds. You will provide 24x7 first-line support for all DAZN platforms globally, monitor live sports content, triage incidents, and ensure swift resolutions to keep audiences connected.

The role requires strong troubleshooting, stakeholder communication, and experience with ServiceNow, with willingness to work rotating shifts, including nights and weekends.

Qualifications

• Experience in technical support or incident response, preferably in live operations.
• Understanding of KPIs for service health and customer experience.
• Experience with service desk tools such as ServiceNow.
• Strong troubleshooting and data analysis skills with a proactive approach.
• Ability to multitask and stay calm during critical incidents.
• Excellent communication for updates to stakeholders.

Responsibilities

• Provide 24x7 application support with proactive monitoring.
• Carry out Level 1 triage and escalate when needed.
• Monitor live and pre-live events for content availability.
• Maintain incident logs and communicate with stakeholders.
• Use ServiceNow to manage tickets and workflows.
• Analyze incidents to identify root causes and improvements.

Skills

24x7 application support

Incident management

ServiceNow

Troubleshooting

Data analysis

Communication

Attention to detail

Shift work (nights/weekends)

Tools

ServiceNow

Job description

Application Support Specialist

Department: 61-458 - Technology - Live Operations

Employment Type: Permanent - Full Time

Location: UK - Leeds

Reporting To: Alex Ortega

Description

Why Join DAZN?

DAZN is transforming the way fans experience live sport. Streaming over 40 different sports from more than 300 leagues to millions of users in over 200 countries, we are one of the fastest-growing sports media companies in the world. Behind this seamless delivery is our Application Support team - the first line of defence ensuring our services are always available, responsive, and delivering the best possible user experience.

This is your chance to be part of a central operations team that keeps DAZN running 24x7. You'll gain unique insight into the inner workings of a global OTT platform and play a key role in delivering content from stadium to screen. If you thrive in high-pressure environments, love live sport, and are naturally curious and detail-oriented, this is the role for you.

The Role:

As an Application Support Specialist, you'll be part of a team providing 1st line support for all DAZN platforms globally. Monitoring live sports content, critical user journeys, and playback systems, you'll identify, triage, and elevate issues to ensure swift resolutions. You'll also be at the forefront of live event readiness, monitoring KPIs and platform performance using state-of-the-art tools - 24 hours a day, 7 days a week, 365 days a year.

What You'll Be Doing:

• Provide 24x7 application support, including proactive platform monitoring and incident management
• Carry out Level 1 triage for customer-impacting issues and elevate as necessary
• Monitor live and pre-live events, performing health checks to ensure content availability and quality
• Maintain clear, accurate incident logs and communicate effectively with internal stakeholders
• Use service management tools (e.g. ServiceNow) to manage tickets and workflows
• Analyse incidents and platform behaviour to identify root causes and suggest improvements
• Support continuous improvement of operational runbooks, processes, and SOPs
• Build strong knowledge of OTT, live streaming architecture, and metadata workflows
• Be a key escalation point for major incidents, ensuring issues are tracked, prioritised, and resolved rapidly

What You'll Bring:

• Prior experience in a technical support or incident response role, ideally in a live operations environment
• Familiarity with KPIs that reflect service health and customer experience
• Proficiency using service desk tools like ServiceNow or similar ticketing systems
• Excellent troubleshooting and data analysis skills with a proactive approach
• Ability to multitask and remain calm under pressure during critical incidents
• Strong communication skills for stakeholder updates and internal escalations
• High attention to detail for monitoring, reporting, and documenting issues
• Willingness to work in rotating shifts, including nights, weekends, and holidays

Benefits

• access to DAZN
• 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
• electric vehicle benefit option
• learning and development resources
• opportunity for flexible working
• access to our internal speaker series and events.