Incident Manager - UK

Want to work for a company named in The Sunday Times Best Places to Work 2024? AXS, part of AEG, is a leading global ticketing, data, and marketing solutions provider. AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events and are the preferred ticketing partner for some of the largest UK venues and festivals, from The O2 Arena and The SSE Arena, Wembley to British Summer Time in Hyde Park.

The Incident Manager will be responsible for responding quickly to incident escalations, quickly identifying issues, mobilizing support teams and stakeholders to identify solutions, analyze options and implement resolution steps. The Incident Manager will also be expected to run change management meetings and perform tasks to support the process.

What Will You Do?

• Take direct actions to resolve an incident when possible, or use Datadog On-Call to identify and mobilize appropriate resources to investigate then mitigate or resolve the incident.
• Keep teams focused on the shortest path to mitigate/resolve the incident.
• Working with Engineers and support teams determine the Root Cause of an incident and help identify improvements that will prevent a repeat of the incident and reduce negative impact to our customers and clients when using our products and services.
• Lead RCA meetings and promote blameless discussion to encourage openness.
• Ensure timely completion of Jira Tickets, create update documentation in our confluence pages as needed.
• Work with teams to ensure the correct submission of change tickets and provide support where required.
• Provide clear, concise and frequent communication across communication channels as per SLA’s.
• Use Slack, Zoom and Statuspage to communicate effectively with all support and stakeholders during an incident.
• Act as part of global support team that ensures coverage 24/7/365.
• Serve in an on‑call capacity on a regular schedule.
• Identify how Monitoring and Alerting could be improved to detect the incident quicker.
• Determine if Processes need to change to improve escalation or recovery efforts.
• Follow up after meetings to ensure agreed upon tasks are completed.
• Be on rotation to lead change management meetings.

What Will You Bring?

• Experience working in incident management or related field.
• Experience in roles which have provided a good technical understanding of the relationships between databases, networks, application stacks and monitoring solutions.
• Hands on experience using the following tools: Jira/Confluence, Statuspage, Datadog On-Call, Datadog, Slack, Zoom.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Strong verbal and written communication skills.
• Demonstrated ability to work under pressure, recognize problems and find solutions.
• Familiarity with cloud platforms and their services, preferably AWS or Azure, or Google Cloud.
• High attention to detail.
• Ability to take command to facilitate effective communication during meetings.
• Ticketing industry Knowledge preferred.

What’s in it for You?

• Extraordinary People – we’re not kidding!
• Meaningful Mission - Helping revolutionise an industry and deliver better experiences for fans and clients around the world.
• Opportunities for learning and level‑up through training and education reimbursement.
• We’ll give you a thorough induction on how we work at AXS/AEG.
• Our induction and onboarding programme is a great way to meet other new starters and to learn about our culture and values.
• We will give you training in our systems, policies, and procedures so that you’ll be set up for success.
• From the moment new employees join us, they’re welcomed with open arms and a plethora of exciting perks.
• We ensure that our employees are continuously engaged and rewarded throughout their journey with us.

AEG is an inclusive organisation where we value everybody’s contribution. We empower and trust our people to do the right thing. We go the extra mile, for our customers and each other, every time. We are always open to new ideas and respect all opinions. We support and bring out the best in each other. We really value our people and inspire them to be the best in class, always! We are committed to fostering a diverse and inclusive workforce. We believe in equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you require reasonable adjustments in any recruitment process with us, please make us aware. We will employ UK residents only. Applicants must be eligible to work in the UK.