L1/L2 AI Support Analyst

Department: 61-458 - Technology - Live Operations

Location: UK - Leeds

Description

Why Join DAZN? At DAZN, we’re redefining how sports fans around the world experience live and on-demand sport. Behind every seamless stream is a global technology platform operating at massive scale — and our Global Operations teams are at the heart of keeping it running, 24/7.

As an AI Support Analyst, you’ll be working at the intersection of cutting-edge AI-driven observability and real-world operational decision-making. You’ll help shape how DAZN uses machine intelligence to detect issues earlier, reduce incidents, and continuously improve the reliability of a platform watched by millions of fans during the biggest sporting moments.

The Role

The AI Support Analyst is a key member of DAZN’s 24/7 Global Operations Centre, responsible for proactively identifying risks, anomalies and emerging issues across DAZN’s OTT and broadcast platforms using AI-powered monitoring and observability tools.

This role bridges human judgement with machine intelligence. You will actively interrogate AI systems through advanced prompting and analytical review, validating insights against live metrics to prevent incidents before they impact customers.

This is not an AI engineering or model-training role. It is an operational, analytical position requiring strong technical awareness, curiosity, and the ability to extract meaningful insight from complex system data at scale.

What You'll Be Doing

• Proactively interrogate AI-driven monitoring and observability platforms to identify anomalies, performance degradation and early warning signals
• Use prompt-based analysis to surface patterns and risks across DAZN’s OTT and broadcast environments
• Validate AI insights against live dashboards, metrics and telemetry to ensure accuracy and reliability
• Identify recurring trends and elevate actionable findings to Platform, DSC and Engineering teams
• Collaborate closely with 1st and 2nd Line Support to correlate AI signals with live incidents and event data
• Maintain and continuously improve a library of prompts, queries and analytical workflows
• Produce clear, concise summaries of findings for daily operational reports and shift handovers
• Feed learnings, false positives and optimisation opportunities back into the AI Operations roadmap

What You'll Bring

• Experience in technical operations, monitoring or support roles within a high-availability environment (media, streaming, telecoms or SaaS preferred)
• Strong analytical and problem-solving skills, with the ability to interpret complex, high-volume system data
• Familiarity with observability and monitoring tools such as Datadog, Grafana, Prometheus, Amplitude or similar
• Confidence working with AI-assisted tools and the ability to extract insight through effective prompting
• Excellent written and verbal communication skills, particularly in translating technical findings for non-technical teams
• Calm, structured approach to investigation, prioritisation and escalation in live environments
• High attention to detail combined with operational curiosity and continuous‑improvement mindset
• Willingness to work rotating shifts as part of a 24/7 global operations model

Benefits

Benefits include access to DAZN, 25 days’ annual leave (increasing by 3 days after 3 years), private medical insurance, life assurance, pension contributions up to 5%, family friendly community including enhanced parental leave, electric vehicle benefit option, learning and development resources, opportunity for flexible working, and access to our internal speaker series and events.

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