Incident Commander

17 hours ago

Leeds, Leeds, United Kingdom DAZN Full time
Incident Commander Job Description

We are seeking an experienced Incident Commander to join our Global Live Operations team. As a key member of our team, you will be responsible for leading critical incidents, ensuring the fastest service restoration, and providing technical support to team members.

Key Responsibilities:
  • Lead critical incidents (S1-S3) and determine SMEs needed, identify problems, and release/de-escalate after diagnosis meeting SLA's
  • Focus on fastest service restoration/recovery, bridge teams communication channels, sync-points for sub-tech teams leading investigations (including 3rd party vendors and DAZN engineering teams)
  • Responsible for the quality and integrity of Major Incident Management process, interface with Service Delivery Managers, Support teams, and DAZN Development/Engineering teams
  • Provide recommendations on troubleshooting and other technology improvements to quickly resolve incidents, ensuring infrastructure and application stability
  • Partner with other Support, Dev, and Engineering teams to resolve difficult or unique system issues that team members are not equipped to handle
  • Provide technical support to team members to facilitate resolution or escalation of technical issues
  • Identify failure points driving availability and accelerating mean-time-to-repair, including architectures, design, process improvements, software disciplines, test, etc… Interact frequently with various stakeholders across the organization to prioritize backlog for availability as required
  • Transition new features & projects into PROD, operationalising & highlighting scope monitoring capabilities, create transitional support runbooks & be responsible for pre & post delivery management
Requirements:
  • Experience of Managing of Major Incidents, providing leadership to resolution and clear communications throughout
  • Working knowledge of ITIL incident, problem, and change management components
  • The ability to co-ordinate technical, incident, and supplier side teams to ensure that all incidents are accurately prioritised and effectively managed
  • Experience to identify early indications of major incidents not progressing well and get things back on track
  • Ability to determine precise customer impacts on our incidents through analysis of CS, social, error codes, and playback failures
  • Knowledge of KPIs that indicate performance and customer experience (e.g. re-buffering, video playback failures, video-start failures, capacity monitoring)
  • Operations experience in a 24x7, x365 support model
  • Knowledge of ticketing system – Service Now or JIRA
  • Working knowledge of cloud-related architecture & systems. ECS, scalability, lambda & cloud-related DB'
  • Tooling experience, New Relic, Coralogix, Conviva
  • Experience in fast-paced environments
  • Operationalising complex process' & workflows

We are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. If you'd like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

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