Technical Incident Commander

About the Role

This role sits within the Global Live Operations team and is responsible for managing all critical technical incidents (S1-S3) across the organisation's platforms and services. It is a hands-on, high-impact position leading service restoration efforts, coordinating technical teams, and driving rapid problem resolution while ensuring quality communication with the business. The role includes participation in a 1 in 4 on-call rotation supporting major live events and acts as a central figure for incident response across engineering, operations, support, and vendor teams. It also involves operationalising new projects, defining monitoring requirements, and ensuring support readiness. The position directly influences the availability, performance, and integrity of a product used by millions daily.

Key Responsibilities

• Technically lead the resolution of critical incidents, managing SMEs, technical sub-channels, and service restoration efforts.
• Coordinate with DAZN teams and third-party vendors during incidents via war rooms, Teams channels, and structured communication points.
• Own the integrity of the Major Incident Management process, ensuring SLAs are met and processes followed.
• Communicate clear and timely updates to business stakeholders, shielding engineering teams for focused restoration.
• Provide technical guidance and mentorship during incidents, recommending improvements in troubleshooting and tooling.
• Partner with Dev, Engineering, and Support teams to manage escalations and ensure platform stability.
• Identify infrastructure, architectural, and process-level improvements to increase uptime and reduce MTTR.
• Operationalise new features, scope monitoring needs, produce runbooks, and assess delivery risks before launch.
• Participate in a 1 in 4 on-call rotation, supporting major live events.

Required Experience & Qualifications

• Proven experience managing critical (S1-S3) incidents with a strong track record of resolution leadership.
• Strong understanding of ITIL practices, including incident, problem, and change management.
• Ability to lead cross-functional and vendor teams during high-pressure events.
• Experience with incident data analysis: CS tickets, social media signals, error codes, and playback failures.
• Familiarity with customer-impact KPIs such as rebuffering rates, playback failures, and capacity alerts.
• Operations background in a 24/7, 365 support model.
• 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.
• Demonstrated ability to transition complex projects into live environments, including building monitoring, runbooks, and operational frameworks.

Workplace

• 1 in 4 on-call rotation, supporting major live events.

Benefits & Perks

• 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.
• Learning and development resources.
• Opportunity for flexible working.
• Access to internal speaker series and events.

About the Company

DAZN is one of the world's leading sports streaming platforms, delivering live and on-demand content to millions of fans across the globe.