Digital Operations Support Analyst

Location: Biggin Hill

Are you ready to make your mark in the world of Formula 1?

At Formula 1, we are passionate about delivering the world’s greatest sports and entertainment spectacle leaving a positive legacy wherever we race. Innovation has always been at the heart of what we do ever since our first Grand Prix in 1950. Now, more than 75 years on, the sport remains a pioneer, developing technologies that have made a significant impact on society beyond the track.

Everything you see on screen or at an event comes via our passionate and dedicated people. Whether its engineering, broadcast, legal, logistics, security, event management, commercial, media rights, marketing, or communications there is always a talented team working to maximise the potential of the sport.

Role Overview :

We are looking for a Digital Operations Support Analyst to join our Digital Operations team. Reporting into our Senior Digital Operations Manager, this role will support the day-to-day operations of Formula 1’s digital products, with occasional travel to our London based suppliers. This role will also be part of the team supporting up to 12 race weekends per season from our Media & Technology Centre in Biggin Hill.

Main

Duties and Responsibilities:

Manage the new work items coming into the Digital Operations team by performing initial triage on newly-raised incidents and being the first point-of-contact for queries and service requests.

Identify and pursue opportunities to enhance existing processes, ways-of-working and other service improvements. Actively take ownership of documentation and processes and ensuring it remains up-to-date.

Continual monitoring of live systems.

Proactive ticket management of the Digital Operations workload via the Kanban board.

Work closely with internal and external teams via MS Teams, email and regular calls to progress issues and understand the operational implications of changes within releases.

Provide operational support during non-functional testing of digital products.

Race weekends

Execute the operational procedures during race weekends to support live digital products.

Proactively monitor all elements of the user experience across F1’s digital products across various devices throughout the weekend, in conjunction with partner  the ‘voice of the customer’ in Digital Operations - highlight non-standard user experience and work closely with customer services to provide advice and understand the impact on users.

Drive triage and problem resolution within live digital products in conjunction with partner teams and ensure detailed records are kept of significant events affecting service.

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.undefined

What Are We Looking For?

Personal Qualities In this role it is essential that you are:

Able to prioritise calmly in a fast-paced environment

Ability to provide clear and concise summaries of problems

Excellent time-management and organization skills

Experience

Prior to the role it would be essential that you have :

Experience with in a live event operations environment

Experience in user-facing web applications

Experience in using a Service Management trouble-ticketing tool Application Monitoring tools

Documenting and following procedures

Ability to understand changes to technology and their implications

Ability and confidence to communicate clearly and effectively with a range of audiences

Some desirable experience that you may bring to the role:

Non-functional testing – performance/operational acceptance

Live OTT broadcast environment

Jira and Confluence High throughput web and mobile applications

Qualifications

Not essential to be successful in the role but you may also have the…