We're an end-to-end provider of premium products and services for global sport and media operators.

We push boundaries every day to offer the most reliable, scalable, engaging end-to-end offerings that continually meet and exceed fan expectations and maximise client value. Underpinned by data we're able to determine the best experiences to drive business growth. Deltatre provides strategy, planning, consultancy across all stages of our client's lifecycle.

Reporting to the Operations Support Manager and working in close co-operation with Infrastructure support analysts, the Application support analyst monitors application and infrastructure components to ensure they are up and running and applies processes and technical knowledge to restore normal service operation as quickly as possible in case of an incident so to minimise any adverse impact on business operations.

Level-2 support has good technical and functional knowledge of all proprietary and third-party components/platforms that cover the full range of customer solutions/services.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

Requirements

• Providing 2nd line support directly to external clients, taking care of communications between the customer and the 3rd level support teams when required
• Investigating, analysing, and resolving as a part of BAU
• Managing incidents in a timely manner (within SLA defined), and escalating/communicating to business, technology and vendor partners when required
• Monitoring Support mailboxes and taking required actions
• Monitoring the hosting platform and applications and operating incident management service
• Using web development and programming technical knowledge to triage, prioritize, troubleshoot, and escalate or resolve customer application issues
• Ensuring that operations run smoothly, using operational and technical job sheets and checklists
• Ensuring that platform monitoring is set up appropriately and efficiently and support with improving ways of working
• Safeguarding SLAs by promptly apply mitigation procedures or escalating
• Maintaining the support knowledge base, documenting new issues and procedures
• Willing to work out of hours on a shift-based rosters (24/7 coverage)

Skills

• Basic knowledge of Web Applications
• Basic understanding of scripting languages
• Familiarity with cloud computing

Some of our Company perks

• Global company with huge growth potential
• Small, creative, close-knit Engineering/Tech team who love to collaborate
• Support with your career development and access to training
• Regular company and team social events
• 24/7 casual dress code
• Free refreshments in the office

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.

Please note that we will only contact successfully shortlisted candidates.