Technical Incident Lead - Live Ops & 24/7 Reliability

DAZN; Leeds; Sur place; GBP 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

25 days leave

Private medical insurance

Life assurance

Pension contributions up to 5%

Résumé du poste

DAZN is seeking a Technical Incident Commander to lead critical incidents in its Global Live Operations. You will manage S1–S3 events across DAZN platforms, coordinate technical teams, and drive rapid problem resolution with clear business communication. You’ll participate in a 1 in 4 on‑call rotation, supporting major live events.

You’ll operationalise new projects, define monitoring requirements, create runbooks, and ensure support readiness with a central focus on uptime and service quality.

Qualifications

• Proven experience managing critical (S1–S3) incidents with a track record of resolution leadership.
• Strong understanding of ITIL practices (incident, problem, change).
• Ability to lead cross‑functional and vendor teams during high‑pressure events.
• Experience analysing incident data: CS tickets, signals, error codes, playback failures.
• Familiarity with customer KPIs such as rebuffering, playback failures and capacity alerts.
• Operations background in a 24/7, 365 support model.
• Hands‑on knowledge of Halo, JIRA, APIs and cloud platforms.
• Experience with observability tools (New Relic, Coralogix, Conviva).
• Proven ability to transition complex projects into live environments with monitoring and runbooks.

Responsabilités

• Technically lead resolution of critical incidents, coordinating SMEs and restoration efforts.
• Coordinate with DAZN teams and vendors during incidents via war rooms and structured updates.
• Own Major Incident Management process, ensure SLAs and processes are followed.
• Communicate clear, timely updates to business stakeholders to shield engineering teams.
• Provide technical guidance and mentorship during incidents; propose tooling improvements.
• Partner with Dev, Engineering and Support to manage escalations and stability.
• Identify infra, architectural, and process improvements to increase uptime and reduce MTTR.
• Operationalise new features, scope monitoring needs, produce runbooks and assess risk before launch.

Connaissances

Incident management

ITIL

Cross-functional leadership

JIRA

Cloud platforms

Observability tools

Vendor coordination

Outils

Halo

APIs

New Relic

Description du poste

DAZN is seeking a Technical Incident Commander to lead critical incidents in its Global Live Operations. You will manage S1–S3 events across DAZN platforms, coordinate technical teams, and drive rapid problem resolution with clear business communication. You’ll participate in a 1 in 4 on‑call rotation, supporting major live events.

You’ll operationalise new projects, define monitoring requirements, create runbooks, and ensure support readiness with a central focus on uptime and service quality.