Technical Incident Commander

As Technical Incident Manager in DAZN's Global Live Operations, you lead critical incident response across the platform, driving rapid restoration and clear business communication. You coordinate cross-functional and vendor teams during S1–S3 events, ensuring uptime and quality service for fans worldwide. You’ll define monitoring, runbooks, and operational frameworks to prevent outages and improve MTTR. This role combines hands-on incident leadership with strategic improvements in a fast-paced, live environment.

• 25 days annual leave
• private medical insurance
• pension contributions up to 5%
• enhanced parental leave
• electric vehicle benefit option
• flexible working

• Technically lead the resolution of critical incidents and manage subject-matter experts and escalation paths
• Coordinate with DAZN teams and third-party vendors during incidents using war rooms, channels, and structured updates
• Own Major Incident Management processes, ensuring SLAs are met and processes are followed
• Provide timely, clear updates to business stakeholders to shield engineers for restoration work
• Offer technical guidance and mentorship during incidents and drive tooling enhancements
• Partner with Development, Engineering, and Support to manage escalations and maintain platform stability
• Identify infrastructure, architectural, and process improvements to boost uptime and reduce MTTR
• Operationalise new features, scope monitoring needs, produce runbooks, and assess delivery risks before launch

• Proven experience managing critical (S1–S3) incidents with leadership in resolution
• Strong ITIL foundation including incident, problem, and change management
• Ability to lead cross-functional and vendor teams during high-pressure events
• Experience with incident data analysis from CS tickets, social signals, error codes, and playback failures
• Familiarity with KPIs such as rebuffering rates, playback failures, and capacity alerts
• Operations background in 24/7/365 support
• Hands-on knowledge of Halo, JIRA, APIs and cloud platforms (ECS, Lambda, cloud-native databases)
• Experience with observability tools like New Relic, Coralogix, or Conviva
• Proven ability to operationalise projects into live environments with monitoring and runbooks

• Strong communication under pressure
• Cross-functional collaboration
• Mentorship and guidance during incidents
• Halo
• JIRA
• APIs