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- Tasks: Lead critical incident responses and restore services for millions of sports fans.
- Company: Join DAZN, a leading global sports streaming platform.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and flexible working options.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact in a fast-paced environment while enhancing your technical skills.
- Qualifications: Experience in managing critical incidents and strong ITIL knowledge required.
The predicted salary is between 36000 - 60000 £ per year.
DAZN is one of the world’s leading sports streaming platforms, delivering live and on-demand content to millions of fans across the globe. In an always-on environment, service continuity is critical. As a Technical Incident Manager, you’ll be at the forefront of restoring services when issues arise, owning the process of critical incident response across our global tech infrastructure. This is your opportunity to directly influence the availability, performance, and integrity of the product used by millions daily. If you’re passionate about rapid troubleshooting, operational excellence, and leading under pressure, this is your arena.
The Role: As a Technical Incident Manager in our Global Live Operations team, you’ll be responsible for managing all critical technical incidents (S1–S3) across DAZN’s platforms and services. This is a hands-on, high-impact role where you’ll lead service restoration efforts, coordinate technical teams, and drive rapid problem resolution while ensuring quality communication with the business. The role is shift-based and operates in a 24/7 environment, supporting global operations. You’ll also be instrumental in operationalising new projects, defining monitoring requirements, and ensuring support readiness. You will act as a central figure for all things incident response—partnering across engineering, operations, support, and vendor teams.
What You’ll Be Doing:
- 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; ensure 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.
What You’ll Bring:
- 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.
Benefits:
- 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 our internal speaker series and events
Technical Incident Commander in Leeds employer: DAZN
Contact Detail:
DAZN Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Incident Commander in Leeds
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those already at DAZN. A friendly chat can open doors and give you insider info on what it’s really like working there.
✨Tip Number 2
Prepare for the interview by brushing up on your incident management skills. Think of real-life examples where you’ve led teams through critical incidents. We want to hear how you handled pressure and resolved issues!
✨Tip Number 3
Show off your tech know-how! Familiarise yourself with tools like JIRA and New Relic, and be ready to discuss how you’ve used them in past roles. This will demonstrate your hands-on experience and readiness for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Technical Incident Commander in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Incident Manager role. Highlight your experience with critical incident management and any relevant ITIL practices. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your background makes you a perfect fit. Don’t forget to mention your experience in high-pressure environments – that’s key for us!
Showcase Your Technical Skills: In your application, be sure to showcase your technical skills, especially with tools like Halo, JIRA, and cloud platforms. We love candidates who can demonstrate hands-on knowledge and a proactive approach to problem-solving.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at DAZN
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of ITIL practices, especially around incident management. Be ready to discuss your past experiences managing critical incidents and how you led teams through high-pressure situations.
✨Showcase Your Technical Skills
Familiarise yourself with the tools mentioned in the job description, like Halo, JIRA, and observability tools. Be prepared to explain how you've used these tools in previous roles to manage incidents and improve service continuity.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions where you'll need to demonstrate your problem-solving skills. Think of examples from your experience where you successfully resolved a critical incident and how you communicated with stakeholders during that time.
✨Highlight Your Communication Skills
As a Technical Incident Manager, clear communication is key. Prepare to discuss how you’ve effectively communicated updates to business stakeholders while shielding technical teams. This will show your ability to lead under pressure and maintain focus on restoration efforts.