Tier 1 Digital Operations Analyst – Live Sports Event Support

On-site Secaucus, NJ
Contract role, schedule: 5pm-1am on-site 5 days a week (may include Weekends and Holidays)

Position Overview:

This is a technical, operational support role that focuses on ensuring seamless digital event delivery—not a marketing, social media, or data analytics position.

The Tier 1 Digital Operations Analyst plays a critical role in monitoring and supporting the live digital delivery of globally recognized sporting events. This position is responsible for real-time incident detection, Tier 1 troubleshooting, and escalation of issues affecting live streams and digital experiences across web, mobile, and connected platforms.

Key Responsibilities:

• Monitor live sports event streams across digital platforms, including mobile apps, web, game consoles, and connected TV devices.
• Perform real-time incident detection, issue tracking, and escalation via tools such as JIRA and ServiceNow.
• Execute Tier 1 troubleshooting for digital content issues, including playback errors, streaming performance, and user-impacting bugs.
• Utilize observability and testing tools such as New Relic, Bitmovin Analytics, and Postman to collect diagnostics and assist with root cause analysis.
• Log incidents with detailed reproduction steps, screenshots, logs, and relevant metadata.
• Support game spoofing and light QA on production environments to validate functionality and identify anomalies.
• Coordinate with engineering, QA, vendors, and platform teams to ensure timely issue resolution during live event windows.
• Draft and distribute incident communications to stakeholders during outages or service interruptions.
• Maintain up-to-date documentation of workflows, known issues, and platform configurations using Confluence.

Required Qualifications:

• Experience with digital operations and Tier 1 technical support in a live production or streaming media environment.
• Proficient in the use of tools such as JIRA, ServiceNow, Bitmovin, New Relic, Postman, and Confluence.
• Familiarity with digital ecosystems across major platforms (iOS, Android, web, consoles, and smart TVs).
• Strong attention to detail and ability to operate under pressure during high-profile, live global events.
• Excellent written and verbal communication skills.

Preferred Qualifications:

• Previous experience supporting live sports or entertainment events via digital platforms.
• Background in quality assurance (QA) or product support in a production environment.
• Availability to work non-standard hours aligned with global sports event schedules.