Technical Incident Lead — Global Live Operations

DAZN; Churwell; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days’ annual leave

Private medical insurance

Pension contributions

Job summary

DAZN is seeking a Technical Incident Commander to lead critical incident response across our live operations. You will own restoration efforts, coordinate technical teams, and drive rapid problem resolution in a 24/7 environment to maintain service availability for millions of users.

You will collaborate with engineering, operations, and vendor partners, define monitoring requirements, and develop runbooks to operationalise new features.

Qualifications

• Proven track record in managing critical incidents (S1–S3).
• Strong ITIL knowledge: incident, problem and change management.
• Ability to lead cross‑functional and vendor teams under pressure.
• Experience analysing incident data: tickets, signals, error codes, playback failures.

Responsibilities

• Technically lead the resolution of critical incidents and manage SMEs and sub-channels.
• Coordinate with DAZN teams and third-party vendors during incidents via war rooms and channels.
• Own Major Incident Management process, ensuring SLAs and process adherence.
• Communicate clear, timely updates to business stakeholders and shield engineering teams for restoration.
• Provide technical guidance and mentorship during incidents, suggesting improvements in tooling.
• Partner with Dev, Engineering and Support to manage escalations and ensure platform stability.
• Identify infrastructure, architectural and process improvements to increase uptime and reduce MTTR.
• Operationalise new features, scope monitoring needs, produce runbooks and assess delivery risks before launch.

Skills

Incident management

ITIL practices

Cross-functional leadership

Vendor coordination

Observability

Tools

Halo

JIRA

APIs

Cloud platforms

Job description

DAZN is seeking a Technical Incident Commander to lead critical incident response across our live operations. You will own restoration efforts, coordinate technical teams, and drive rapid problem resolution in a 24/7 environment to maintain service availability for millions of users.

You will collaborate with engineering, operations, and vendor partners, define monitoring requirements, and develop runbooks to operationalise new features.