Incident Response Manager
1 week ago
Role Overview
We are seeking an experienced Incident Commander to join the Global Live Operations team at DAZN. This is a challenging opportunity for a highly skilled and technology-focused leader to drive the evolution of the DAZN Critical Incidents Technical Response Group.
Key Responsibilities
- Lead critical incidents, determining SMEs needed, identifying problems, and releasing or escalating after diagnosis meeting SLAs.
- Focus on fastest service restoration and recovery, bridging communication channels, and synchronizing points for sub-technical teams leading investigations.
- Ensure the quality and integrity of Major Incident Management processes, interfacing with Service Delivery Managers, Support teams, and DAZN Development/Engineering teams.
- Provide recommendations on troubleshooting and technology improvements to quickly resolve incidents and ensure infrastructure and application stability.
- Partner with 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 the availability backlog as required.
Requirements
- Experience in 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 in identifying early indications of major incidents not progressing well and getting things back on track.
- Ability to determine precise customer impacts on incidents through analysis of CS, social, error codes, and playback failures.
- Knowledge of KPIs that indicate performance and customer experience, such as re-buffering, video playback failures, video-start failures, capacity monitoring.
- Operations experience in a 24x7, x365 support model.
- Knowledge of ticketing systems, such as Service Now or JIRA.
- Working knowledge of cloud-related architecture and systems, including ECS, scalability, lambda, and cloud-related DBs.
- Tooling experience, including New Relic, Coralogix, and 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. We're doing things no one has done before, giving fans and customers access to sports anytime, anywhere. We're using world-class technology to transform sports and revolutionize the industry.
DAZN Values
We are 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.
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