Incident Commander

2 Days ago • All levels

About the job

Summary_{By Outscal}

THE ROLE:

We are seeking an experienced Incident Commander to join the Global Live Operations team. We are seeking a highly skilled and technology-focused leader to drive the evolution of the DAZN Critical Incidents Technical Response Group handling all incident types.  

You will be responsible for Incident Management and will be the key decision-maker and authority to direct the Problem resolution path for fastest restoration to any service.  You are responsible for managing the restoration of an impacted service affected by real or potential interruptions which may have an impact upon the quality or availability of that service. When a major or critical incident occurs, the right technical resources will be activated, you lead major Incident calls, determine the client impact, agree on resolution actions with everybody involved, manage the communication channel for focus on return-to-service.  This will include managing technical sub-channels with tech development leads who will take point for sub-channels and isolate issues contributing to return-to-service.  

Your responsible for business communication leaving the engineering teams focused on the return to service.  This is a fast-paced high-tech environment and will require extended hours and after-hours follow up given the nature of the changes occurring 7x24, x365, the role is shift based. You will also have a hand to play in the technical delivery & transformation of complex projects & new features, transitioning them into PROD & operationalising new deliverables. Scoping monitoring requirements, creation of runbooks and highlighting delivery risks.We are live globally and are determined in our continued efforts to remain a leader in the streaming community. Are you ready to have your work impact millions daily and change the OTT landscape?

Benefits include access to DAZN, 25 days’ annual leave (increasing by 3 days after 3 years), private medical insurance, life assurance, pension contributions up to 5%, family friendly community including enhanced parental leave, electric vehicle benefit option, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working, and access to our internal speaker series and events.

As our new Incident Commander, you’ll have the opportunity to:

Technically leads all aspects of critical incidents (S1-S3) - determine SMEs needed, identify problem and release/de-escalate after diagnosis meeting SLA’s
Focused 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). 
You are 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   
Partners with other Support, Dev and Engineering teams to resolve difficult or unique system issues that team members are not equipped to handle.   
Provides Technical support to team members to facilitate resolution or escalation of technical issue 
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 risks.
Build & scope monitoring capabilities
Create transitional support runbooks & be responsible for pre & post delivery management.

You'll have:

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 (eg 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’s.
Observability tooling experience, New Relic, Coralogix, Conviva etc.
Delivery experience in fast-paced environments
Operationalising complex process’ & workflows

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, 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 revolutionise the industry and we're not going to stop.

DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:

AMBITIOUS – people who want to make a big impact and drive DAZN forward.

INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business. People who come up with better, simpler ways of doing things.

PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it. People who love what they do and show commitment every day.

BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results.

SUPPORTIVE – people who know that we achieve more as a team than as individuals. People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers. People who consider others before making decisions.

At DAZN, 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.

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.

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.

We look forward to hearing from you.