Technical Incident Commander

Responsibilities

• 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.
• 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

Requirements

• 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).

The Role

As a Technical Incident Manager n 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. Be part of a 1 in 4 on-call rotation, supporting major live events.

What You'll Bring

• Proven experience managing critical (S1–S3) incidents with a strong track record of resolution leadership.
• 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

Benefits include 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, and access to our internal speaker series and events.