Senior Incident Manager

**Job Title**:

- Senior Incident Manager**Location**:

- Madrid, Spain**Schedule**:

- Full-Time, Permanent**Team**:

- Operations**Department**:

- Operations**What's your new role about?**:

- Are you a highly skilled andtechnology-focused expert ready to drive the evolution of the DAZN Critical Incidents Technical Response Group? Our team is handling all incident types and we need you to join the Global Live Operations team. You will be responsible for Incident Management and you’ll act as the key decision-makerandauthority to direct the problem resolution path for fastest restoration to any service.- You are responsible for managing the restoration of an impacted service affected by real or potential interruptions which may have an impact upon the quality or availability of that service. When a major or critical incident occurs, the right technical resources will be activated, you lead major Incident calls, determine the client impact, agree on resolution actions with everybody involved, manage the communication channel for focus on return-to-service. This will include managing technical sub-channels with tech development managers who will take point for sub-channels and isolate issues contributing to return-to-service.- Being a confident communicator in both Spanish and English, you’ll know how important effective communication with business stakeholder is so you’ll be leading on this, leaving the engineering teams focused on the return to service. This is a fast-paced high-tech environment and will require extended hours and after-hours follow up given the nature of the changes occurring 7x24,x365, the role is shift based.- We are live globally and are determined in our continued efforts to remain the key player in the streaming community. Are you ready to have your work impact millions daily and change the OTT landscape?- This role will be based in our Madrid office. The internal job title will be Senior Incident Commander.Benefits include access to DAZN, annual performance-related bonus, lunch vouchers, refer a friend scheme, learning and development resources and access to our internal speaker series and events.**As our new Senior Incident Manager, you’ll have the opportunity to**:

- Technically lead all aspects of critical incidents (S1-S3) - determine SMEs needed, identify problem and release/de-escalate after diagnosismeeting SLA’s
- Focused on fastest service restoration/recovery - bridge, teams communication channels, sync-points for sub-tech teams leading investigations (including 3rd party vendors andDAZNengineeringteams).
- You are responsible for the quality and integrity of Major Incident Management process - interface with Service Delivery Managers,Supportteams, and DAZNDevelopment/Engineering teams.
- Partners with otherSupport,Dev andEngineering teams to resolve difficult or unique system issues that team members are not equipped to handle.
- ProvidesTechnicalsupport to team members to facilitate resolution or escalation of technical issue
- Identify failure points driving availability and accelerating mean-time-to-repair including architectures, design, process improvements, software disciplines, test, etc
- Interact frequently with various stakeholders across the organization to prioritize backlog for availability as required.

**You’ll be set up for success if you have**:

- Fluent Spanish and English skills, both verbal and written
- Experience of Managing of Major Incidents, providing support to resolution and clear communications throughout
- Working knowledge of ITIL incident, problem, and change management components
- The ability to co-ordinate technical, incident and supplier side teams to ensure that all incidents are accurately prioritised and effectively managed
- Experience to identify early indications of major incidents not progressing well and get things back on track
- Ability to determine precise customer impacts on our incidents through analysis of CS, social, error codes, and playback failures
- Experience with monitoring tools
- Knowledge of KPIs that indicate performance and customer experience (eg re-buffering, video playback failures, video-start failures, capacity monitoring)
- Operations experience in a 24x7, x365 support model
- Knowledge of ticketing system - Service Now or JIRA
- Working knowledge of physical IT infrastructures such as Enterprise Server Platforms and related IT architectures and equipment - specifically around cloud-based environments and distributed systems [Lambda is a plus]

**Even better if you have**:

- Configuration Management (or IaC) - Puppet and or Ansible or Terraform
- Strong knowledge of OTT, devices, browsers, living room, mobile, web, CDNs, Platforms, E2E Architecture, Applications
- Demonstrated broadcast experience and understanding of broadcast systems/technologies

**Here's a little more about us**:

- At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So if you want to push