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Incident Commander

2 months ago

Leeds, Leeds, United Kingdom DAZN Full time
Role Overview

We are seeking an experienced Incident Commander to join our Global Live Operations team at DAZN. As a key member of our team, you will be responsible for driving the evolution of our Critical Incidents Technical Response Group, handling all incident types, and ensuring the quality and integrity of our Major Incident Management process.

Key Responsibilities
  • Lead all aspects of critical incidents (S1-S3), determining SMEs needed, identifying problems, and releasing or escalating after diagnosis, meeting SLAs.
  • Focused on fastest service restoration/recovery, bridging teams' communication channels, and synchronizing 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, interfacing 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 and projects into PROD, operationalizing, and highlighting monitoring capabilities.
  • Create transitional support runbooks and be responsible for pre- and post-delivery management.
Requirements
  • Experience managing Major Incidents, providing leadership to resolution, and clear communications throughout.
  • Working knowledge of ITIL incident, problem, and change management components.
  • Ability to coordinate technical, incident, and supplier-side teams to ensure that all incidents are accurately prioritized and effectively managed.
  • Experience identifying early indications of major incidents not progressing well and getting 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 systems – Service Now or JIRA.
  • Working knowledge of cloud-related architecture and systems, ECS, scalability, lambda, and cloud-related DB.
  • Tooling experience, New Relic, Coralogix, Conviva.
  • Experience in fast-paced environments.
  • Operationalizing complex processes and workflows.
About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers, and pioneers. If you want to push boundaries and make an impact, DAZN is the place to be. As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionize the industry.

We're committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities, and abilities. Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs:,, and ParentZone.