Operations Support Analyst – Digital

The Digital Operations & Support Product Analyst will provide daily operations support and monitoring of PGA TOUR Digital products and associated computer systems, manages access to PGA TOUR Digital users, and other operational tasks. Provides troubleshooting and/or problem resolution with a focus on communicating with internal teams, other PGA TOUR departments, and vendor partners and clients. Responsible for operating local, remote and cloud-based applications. (AWS, AEM, AMS, API feeds, Cloudinary, etc.) Work closely with Product Owners/Product Managers/Project Managers/Internal and External Developers to ensure quick and accurate resolutions in a rapidly changing environment. Execute weekly operational tasks and assists with testing as part of the Product Development Lifecycle.

• BA/BS in Computer Science or Management Information Systems, or equivalent job experience
• 2+ years previous technical support role required
• AWS Cloud Practitioner certification is preferred, but not required
• Ability to troubleshoot code formats such as HTML, CSS, JSON, XML & API feeds
• Experience using Zendesk, or similar ticketing systems, is preferred
• Ability to articulate complex issues via phone, real-time messaging and email is necessary
• Ability to multitask, prioritize and collaborate is imperative
• Experienced in the use of digital products for platforms such as websites, mobile phones and tablets.
• Possess curiosity, with strong desire for continual learning
• Excellent problem-solving skills
• Effective communication and collaboration skills
• Must be adaptable, with the ability to work nights/weekends and be available for on-call situations
• Knowledge of the PGA TOUR and the game of golf is preferred, but not required

• Provide “first line of defense” troubleshooting. As issues are reported into the Digital Support ticketing system, the Analyst immediately reviews to determine how to resolve it.
• Evaluate issues. Based on our Service Level Agreements (SLA’s) for various severity levels, the Analyst will troubleshoot the issue and report their findings or resolution steps taken. If the Analyst cannot resolve the issue, it will be escalated to the appropriate team for their review.
• Execute operational tasks. To ensure that the digital platforms are ready for the current week’s tournaments, the Analyst will review key aspects of the platforms earlier in the week, looking for any issues which need to be resolved prior to any tournament starting that week.
• Provides testing assistance. Assisting project managers and product managers as projects get closer to their launch dates, the Analyst participates in various testing scenarios to ensure the product is functioning as expected prior to its launch. This also exposes them to the new product (or enhancement to a current product) in advance of its launch, so that they are experienced with it should any issues be reported after its launch.

• Manage website & app configurations for use during live competition, simulations, and other testing
• Provide live monitoring during competition days for all Tours across all digital platforms, and validate the products are performing as required (e.g. – live scoring, live video, live stats, video highlights, etc.)
• Monitor and manage technical issues with PGA TOUR Digital infrastructure (Including website stability and performance issues, Mobile App crashes, critical outages with vendor apps, etc.)
• Pro-actively log website, mobile application, and other digital issues in ticketing system
• Provide first-level support for incidents and change requests which are submitted to ticketing system
• Effectively manage, troubleshoot, and resolve incident tickets according to service levels and escalate as appropriate.
• Manage escalated incident tickets with other internal or external teams through resolution and release
• Develop solutions which do not require full code deployments (i.e. – HTML, CSS, or other coding)
• Perform testing of bug fixes and feature enhancements (all digital platforms)
• Meet or exceed our Service Level Agreement for internal and external clients
• Facilitate Root Cause Analysis of incidents with development teams
• Prepare weekly incident review documentation
• Validate post-tournament data processing from feeds through the front-end displays
• Maintain Knowledgebase articles used to triage and troubleshoot incidents
• Create, maintain, and update operational Process Documentation
• Coordinate the setup of simulations (testing new code prior to deployment)
• Special projects or other duties as assigned