We are seeking a self-starting Digital Operations 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
Division:
Technical
Entreprise:
Formula One