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Technology Support Analyst

Automated Insights

Automated Insights

IT, Customer Service
India
Posted on Friday, May 17, 2024

Job Description

Overview

Stats Perform is the market leader in sports tech. We provide the most trusted sports data to some of the world's biggest organizations, across sports, media, and broadcasting.

Through the latest AI technologies and machine learning, we combine decades' worth of data with the latest in-game happenings. We then offer coaches, teams, professional bodies, and media channels around the world, access to the very best data, content, and insights. In turn, improving how sports fans interact with their favorite sports teams and competitions.

How do they use it?

  • Media outlets add a little magic to their coverage with our stats and graphics packages.
  • Sportsbooks can offer better predictions and more accurate odds.
  • The world's top coaches are known to use our data to make critical team decisions.
  • Sports commentators can engage with fans on a deeper level, using our stories and insights.

Anywhere you find sport, Stats Perform is there. However, data and tech are only half of the package. We need great people to fuel the engine.

We succeeded thanks to a team of amazing people. They spend their days collecting, analyzing, and interpreting data from a wide range of live sporting events. If you combine this real-time data with our 40-year-old archives, elite journalists, camera operators, copywriters, the latest in AI wizardry, and a host of 'behind the scenes' support staff, you've got all the ingredients to make it a magical experience!

Our teams of technical experts specialize in harnessing live sporting data, using advanced cloud technologies, Java, JavaScript and Python. It is these tech teams that enable us to extract patterns through AI and Machine Learning and deliver our insights via APIs. In short, they turn complex data into magical experiences with cutting-edge technology.

Responsibilities:

The role of Technology Support Analyst sits within the Technical Operations Centre (TOC) as part of the wider IT department at Stats Perform. The TOC is responsible for first and second-line support of all back-office and client-facing technology platforms and services. This covers a vast array of cloud and on-premises services, using both third-party and proprietary platforms. TOC are the first to react to issues escalated by client support teams or directly by employees and, in most cases, will resolve them first-time. If an escalation is required, the TOC take the lead, provide detailed triage, and follow the issue to resolution.

TOC work hand-in-hand with Customer Operations teams as well third-line IT, Engineering, Video and Architecture. We work 24/7 across three shifts to provide the level of service that our clients and workforce demands of us.

A Technology Support Analyst is a vital role within the TOC. The analysts are the front-line support function for Technology. Their role is to pick up incidents reported in ServiceNow or from monitoring systems and get them resolved as quickly as possible. Analysts apply their knowledge and experience of technology to understand potential causes and solutions. When escalating to internal teams, analysts provide detailed reports of their investigation to support efficient resolution.

Analysts also provide Stats Perform with a service desk function by fulfilling requests that are submitted by employees. This requires them to administer a range of technology platforms according to documented processes and following best practice.

Each analyst brings their own specialist technical skills to the team, allowing the TOC to provide support for a broad range of platforms and systems. Along with their specialisms, every Analyst executes the support processes with precision and in a structured way.

WHATS YOUR NEW ROLE ABOUT?

Specifically, the role of the Technology Support Analyst involves:

Triaging and troubleshooting incidents

Resolving assigned incidents

Escalating incidents to third-line teams

Administering and maintaining systems

Executing the incident, problem, change and request workflows

Monitoring critical services and responding to observed issues

Creating high-quality knowledge support articles

Fulfilling service requests according to documented processes

Raising problems and contributing to CI initiatives

Performing root cause analysis on incidents

Communicating to internal users on incidents and requests

Liaising with third parties to seek support.


Desired Qualifications:

The TOC has a combined skillset across various technologies, do you have experience in any of the following areas that will bring added value to the team?

Server administration and support for Windows and Linux, Apache

Microsoft administration and software support including AD, Azure AD, Microsoft 365, Teams, SharePoint and software. Single sign-on and MFA support.

Device management through Intune and Jamf for Mac estate.

Mac and Windows desktop support

Mobile application support for iOS and Android

Database experience, including SQL, MySQL, Oracle, Python

Scripting languages: CSH, Bash, Perl,

AWS EC2 ELK Stack etc.

Logfile analysis

Monitoring tools: Checkmk, Nagios, New Relic, PagerDuty, SolarWinds

Network support and troubleshooting

Video technology support

Atlassian Jira & Confluence

Additional Qualification:

Analysts demand perfection; they continually seek improvements to make systems more stable, improve processes and increase quality. They document everything they do and ask for peer review from their team and give it others.

Analysts never want to stop learning; they strive for more knowledge, involvement, and training to drive personal and team improvement. They support this journey for their colleagues.

Why work at Stats Perform?

We love sports, but we love diverse thinking more!

  • We know that diversity brings creativity, so we invite people from all backgrounds to join us. At Stats Perform you can make a difference, by using your skills and experience every day, you'll feel valued and respected for your contribution.

We take care of our colleagues.

  • We like happy and healthy colleagues. You will benefit from things like Mental Health Days Off, ‘No Meeting Fridays,’ and flexible working schedules.

We pull together to build a better workplace and world for all.

  • We encourage employees to take part in charitable activities, utilize their 2 days of Volunteering Time Off, support our environmental efforts, and be actively involved in Employee Resource Groups.

Diversity, Equity, and Inclusion at Stats Perform

  • By joining Stats Perform, you'll be part of a team that celebrates diversity. A team that is dedicated to creating an inclusive atmosphere where everyone feels valued and welcome. All employees are collectively responsible for developing and maintaining an inclusive environment. That is why our Diversity, Equity, and Inclusion goals underpin our core values.

With increased diversity comes increased innovation and creativity. Ensuring we're best placed to serve our clients and communities. Stats Perform is committed to seeking diversity, equity, and inclusion in all we do.