Digital Support Analyst

A Digital Support Analyst opportunity is available for a talented professional to join our client’s team in London, UK, on a fixed-term basis. This role involves monitoring, analysing, and supporting digital platforms, including live and on-demand streaming services, for major sports events and high-profile brands. You’ll work as part of a dynamic, cross-disciplinary team ensuring the smooth operation of digital services and infrastructure.

Key Tasks & Responsibilities:

• Monitor digital OTT infrastructure systems and video streams in real-time, using manual and automated methods to ensure KPIs are upheld.
• Respond to automated alerts, carry out analysis, and escalate issues to relevant engineering teams within SLAs.
• Analyse client issues escalated by customer service and internal teams, acting as the primary point of contact.
• Log and track all issues through to resolution, leveraging ITIL principles for Incident, Problem, and Change management.
• Ensure detailed shift handovers among colleagues.
• Support high-priority outage management, providing stakeholder communications and resolving issues with root cause analysis.
• Coordinate with vendors and third-party suppliers on issue reporting, service reviews, and system migrations.
• Engage in internal stakeholder meetings and provide sanity checks on platforms after deployments.
• Maintain and update support documentation, including knowledge bases and run books.

You Have:

• Previous experience in digital technical operations or media operations environments.
• Experience monitoring and supporting OTT platforms.
• Working experience with HD and SD video feeds, CMS, and EPG systems.
• Knowledge of cloud environments, particularly AWS or Azure.
• Experience with tools such as ServiceNow, JIRA, or similar incident management systems.
• Strong interpersonal skills and the ability to communicate technical issues to both technical and non-technical audiences.
• Ability to work independently, prioritise workloads, and meet established SLAs.
• Excellent written and verbal communication skills, with a friendly and professional disposition.

Years of experience and salary levels are shown purely as a guide. We will only consider applications from candidates that can demonstrate the skills or experience required for the role.

Please be aware that while we would love to respond to every application we receive, due to high numbers we cannot guarantee this. We do however appreciate any time you invest into the application and will make sure to get in touch should anything in future more closely fit your skillset.