Job Description

Description

Why Join DAZN?

Joining DAZN in Hyderabad means being part of a cutting-edge sports streaming company in a vibrant tech hub. You'll work alongside passionate, talented professionals on innovative projects that reach millions of fans worldwide. Hyderabad offers a dynamic work environment with a great balance of career growth and lifestyle. If you're excited about shaping the future of live and on-demand sports entertainment, DAZN Hyderabad is the perfect place to make your mark and grow your career.

The Role:

The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests. You'll be mentoring the Service Desk team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Service Operations team.

What you'll be doing:

Day-to-day management of the IT Service Centre. Drive the meeting of customer SLAs (<15mins resolution) and an exceptional customer service. Ensure tickets are logged accurately and queues managed efficiently,Ensure CMDB is accurately updated. Discover and diagnose issues effectively, Undertake a weekly review of team queues. Lead and attend weekly Service Desk meetings to highlight performance and introduce new services. Use the forum for other BAU activities. Performance manage 1st line support technicians including appraisals, objective setting and 1:1 reviews. Ensure all staff have appropriate training and develop personal development plans to meet future requirements. Manage the IT Service Centre rota for early, late and weekend shifts. Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices. Own the escalation of incidents (P1's & P2's) whilst expediting issues to the relevant teams Personally follow up major issues, ensure an appropriate communication plan is in place. Onboard new services and create service frameworks, design and lead through implementation. Assist with project delivery.

What you'll bring:

Associate's degree in information technology, computer science or related field. IT Support Experience at a 2nd line level, Experience leading a team with an IT Service Centre like setup. Knowledge of the following ITIL best practices:Incident Management,Problem Management,Change Management,CMDB,Service Framework,Service Design,Service Transition. Technically sound on the following systems/areas: Windows & MacOS ,Mobile computing,Active Directory / Azure AD,Networking concepts,Remote access management,System administration,PowerShell scripting,Excellent communication skills. Employee service oriented with a friendly demeanor. Good time management skills, adhering to the schedules, managing activities based on priority. Must be able to work in shifts which may include weekends and overnights. Experience in working on ServiceNow, HaloITSM, Atlassian apps (Jira, Confluence) or any other ITSM applications.

About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.

As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.

DAZN VALUES - THE 'HOW' IN WHAT WE DO:

Agility and creativity fuel growth and innovation, to

Make It Happen.

Prioritising what matters drives progress and positive outcomes,

Focusing On Impact.

Collective ambition builds optimism and success, in order to

Win As One.

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.

If you'd like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

We look forward to hearing from you.