Digital Operations Support Analyst
Formula One Management Limited
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Benefits offered by this job
Job summary
Formula One Management Limited is seeking a Digital Operations Support Analyst to join the Digital Operations team in Biggin Hill, with travel to London suppliers. You will support day-to-day operations of F1’s digital products and help run up to 12 race weekends per season from our Media & Technology Centre in Biggin Hill.
The role requires experience with live event operations, user-facing web applications, and service management tooling, plus strong documentation and communication skills.
Qualifications
- Experience in a live event operations environment.
- Experience with user-facing web applications.
- Experience using a Service Management/trouble-ticketing tool.
- Experience with application monitoring tools.
- Ability to document and follow procedures.
- Ability to understand changes to technology and their implications.
Responsibilities
- Triage new incidents and be first point of contact for queries and service requests.
- Identify opportunities to improve processes and ways of working.
- Own documentation and ensure it stays up-to-date.
- Continual monitoring of live systems and proactive ticket management.
- Coordinate with internal and external teams via MS Teams, email and calls.
- Support operational activities during non-functional testing and race weekends.
Skills
Education
Tools
Job description
Are you ready to make your mark in the world of Formula 1? At Formula 1, we are passionate about delivering the world’s greatest sports and entertainment spectacle leaving a positive legacy wherever we race. Innovation has always been at the heart of what we do ever since our first Grand Prix in 1950. Now, more than 75 years on, the sport remains a pioneer, developing technologies that have made a significant impact on society beyond the track. Everything you see on screen or at an event comes via our passionate and dedicated people. Whether its engineering, broadcast, legal, logistics, security, event management, commercial, media rights, marketing, or communications there is always a talented team working to maximise the potential of the sport.
We are looking for a Digital Operations Support Analyst to join our Digital Operations team. Reporting into our Senior Digital Operations Manager, this role will support the day-to-day operations of Formula 1’s digital products, with occasional travel to our London based suppliers. This role will also be part of the team supporting up to 12 race weekends per season from our Media & Technology Centre in Biggin Hill.
- Manage the new work items coming into the Digital Operations team by performing initial triage on newly-raised incidents and being the first point-of-contact for queries and service requests.
- Identify and pursue opportunities to enhance existing processes, ways-of-working and other service improvements.
- Actively take ownership of documentation and processes and ensuring it remains up-to-date.
- Continual monitoring of live systems.
- Proactive ticket management of the Digital Operations workload via the Kanban board.
- Work closely with internal and external teams via MS Teams, email and regular calls to progress issues and understand the operational implications of changes within releases.
- Provide operational support during non-functional testing of digital products.
- Race weekends Execute the operational procedures during race weekends to support live digital products.
- Proactively monitor all elements of the user experience across F1’s digital products across various devices throughout the weekend, in conjunction with partner teams.
- Be the ‘voice of the customer’ in Digital Operations - highlight non-standard user experience and work closely with customer services to provide advice and understand the impact on users.
- Drive triage and problem resolution within live digital products in conjunction with partner teams and ensure detailed records are kept of significant events affecting service.
- Ensure there is robust documentation sent to our pre-race event team internally and to our partners to ensure all key changes have been communicated.
- Able to prioritise calmly in a fast-paced environment
- Ability to provide clear and concise summaries of problems
- Excellent time-management and organization skills
- Experience within a live event operations environment
- Experience in user-facing web applications
- Experience in using a Service Management trouble-ticketing tool
- Application Monitoring tools
- Documenting and following procedures
- Ability to understand changes to technology and their implications
- Ability and confidence to communicate clearly and effectively with a range of audiences
- Non-functional testing – performance/operational acceptance
- Live OTT broadcast environment
- Jira and Confluence
- High throughput web and mobile applications
- ITIL v3/4 Foundation
Potential progression could include Senior Digital Operations Support Analyst.
Joining F1 means becoming part of a team that values innovation, collaboration and personal growth. We offer a dynamic work environment where ideas are heard, and employee contributions truly make an impact. We seek to recruit, develop, and retain the most talented people to play their role in accelerating the future of the sport.
- Private Healthcare scheme
- Dental Care
- 4 x Grand Prix Paddock passes per season
- Enhanced maternity/paternity leave and other family planning policies
- A free staff shuttle service running to and from surrounding trains stations near to Biggin Hill
- Free healthy snacks in our offices
- Subsidised canteen in Biggin Hill, serving breakfast and lunch
- 25 days annual leave and 8 Bank Holiday days, plus a Christmas period closure
- Opportunities to develop and request training for your role via our in-house Learning and Development team
- Discount on F1 merchandise
- Discount at F1’s experiences including F1 Arcade and F1 Drive
- Perkbox benefit portal and more
Here’s how we roll Formula 1® delivers the world’s greatest sports and entertainment spectacle with innovation, inclusivity, and sustainability at the heart of its future growth and value. As the global rights holders of this incredible sport our team delivers the 24-race calendar direct to our passionate fans around the globe. Everything you see on screen or at an event comes via our people at F1. Whether its engineering, broadcast, legal, logistics, security, event management, commercial, media rights, marketing and communications there is always a driven and talented team working to maximise the potential of the sport. We are focused on delivering the best for our fans and partners while ensuring we do the right thing as a business, using the power of Formula 1 to make a positive contribution to the places we visit and to our own community. We are on track to meet our sustainability commitments and work closely with stakeholders across the sport to leave a positive legacy wherever we race. At the same time, our commitment to diversity, equity and inclusion helps ensure that everyone feels welcome and has the opportunity to thrive. This is Formula 1!
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