Technical Incident Commander

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

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