Digital Operations Support Analyst

The Digital Operations Support Analyst joins Formula 1's Digital Operations team, reporting into the Senior Digital Operations Manager, and supports the day-to-day operations of Formula 1's digital products. The role involves occasional travel to London-based suppliers and forms part of the team supporting up to 12 race weekends per season from the Media & Technology Centre in Biggin Hill. The position combines routine service management and process improvement work with live event operational support, working alongside internal and external partner teams.

• Manage new work items entering the Digital Operations team by performing initial triage on newly-raised incidents and acting as first point-of-contact for queries and service requests.
• Identify and pursue opportunities to enhance existing processes, ways-of-working and other service improvements, taking ownership of documentation and processes and keeping them up to date.
• Continually monitor live systems.
• Proactively manage the Digital Operations workload and tickets via the Kanban board.
• Work closely with internal and external teams through 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.
• 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 on various devices throughout the weekend, in conjunction with partner teams.
• Act as the voice of the customer in Digital Operations by highlighting non-standard user experience and working closely with customer services to provide advice and understand the impact on users.
• Drive triage and problem resolution within live digital products together with partner teams, keeping detailed records of significant events affecting service, and ensure robust documentation is sent to the pre-race event team and partners so that all key changes are communicated.

• Ability to prioritise calmly in a fast-paced environment.
• Ability to provide clear and concise summaries of problems.
• Excellent time-management and organisation skills.
• Experience within a live event operations environment.
• Experience in user-facing web applications.
• Experience in using a Service Management trouble-ticketing tool.
• Experience with application monitoring tools.
• Experience of 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.

• Non-functional testing – performance/operational acceptance.
• Live OTT broadcast environment.
• Jira and Confluence.
• High throughput web and mobile applications.
• ITIL v3/4 Foundation qualification.

• Part of the team supporting up to 12 race weekends per season from the Media & Technology Centre in Biggin Hill.
• Occasional travel to London-based suppliers.

• Private Healthcare scheme.
• Dental Care.
• 4 x Grand Prix Paddock passes per season.
• Enhanced maternity/paternity leave and other family planning policies.
• A free staff shuttle service running to and from surrounding train stations near to Biggin Hill.
• Free healthy snacks in the offices.
• Subsidised canteen in Biggin Hill, serving breakfast and lunch.
• 25 days annual leave and 8 Bank Holiday days, plus a Christmas period closure.
• Opportunities to develop and request training for the role via the in-house Learning and Development team.
• Discount on F1 merchandise.
• Discount at F1's experiences including F1 Arcade and F1 Drive.
• Perkbox benefit portal and more.