We are seeking a self-starting Digital Operations Support Analyst to join our operations team to deliver a high-quality customer experience across our digital products. The role will involve supporting operations during race weekends through proactive monitoring, triage and fault resolution with both internal and external teams. You’ll be based in our operational centre in Biggin Hill supporting 8 to 12 race weekends per year (on a rota basis) working to the local time of the race.
Reporting into the Digital Operations Lead, you will:
Operations
Continual monitoring of live systems and processing of all trouble tickets related to incidents and problems
Identify and implement continuous service improvements through process and tooling
Provide input and hands on-knowledge to incident reporting processes
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
Work with partner teams to understand the operational implications of changes within releases
Provide operational support during non-functional testing of the digital products
Race weekends
Execute the operational procedures at race weekends to support live digital products
Proactively monitor all elements of the OTT journey and digital products 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 impact
Drive triage and problem resolution within live digital products in conjunction with partner teams
Specification Essentials:
ITIL v3/4 Foundation
Experience within a live event operations environment
Experience in user facing web applications
Experience in documenting and following procedures
Ability to understand changes to technology and their implications
Previous experience of Application Monitoring tools
Ability to leverage tools to investigate and triage technical problems on mobile and web applications
Self-starting
Problem driven
Analytical skills
Ability to provide clear and concise summaries of problems
For more detail, salary and company information, use the apply link
