Application Support Specialist

DAZN; Leeds; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

access to DAZN

25 days' annual leave increasing to 28

private medical insurance

life assurance

pension contributions up to 5%

family friendly community and parental

electric vehicle benefit option

learning and development resources

flexible working

Job summary

DAZN in Leeds is seeking an Application Support Specialist to join the Live Operations technology team. You will provide 24x7 first-line support for DAZN platforms globally, monitor live content, triage incidents, and ensure rapid resolution while maintaining high availability.

Responsibilities include incident management, KPI monitoring, and continuous improvement of runbooks and SOPs. The role requires resilience, strong communication, and the ability to work rotating shifts including nights

Qualifications

• Experience in technical support or incident response.
• Familiar with KPIs and service health metrics.
• Proficient with ticketing systems such as ServiceNow.

Responsibilities

• Provide 24x7 application support and incident management.
• Perform Level 1 triage for customer-impacting issues.
• Monitor live events and health checks for content availability.
• Maintain incident logs and communicate with stakeholders.
• Use ticketing tools to manage tickets and workflows.
• Analyze incidents to identify root causes and improvements.
• Contribute to runbooks and SOPs for operations.
• Develop knowledge of OTT/live streaming workflows.
• Escalate major incidents and track resolution progress.

Skills

Technical support

Live operations

KPIs and service health

ServiceNow

Troubleshooting

Stakeholder communication

Calm under pressure

Shift rotation

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.