Technical Incident Manager

Why Join DAZN?

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 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. 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.

Department

61-458 - Technology - Live Operations

Employment Type

Permanent - Full Time

Location

UK - Leeds

Workplace type

Hybrid

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

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.

About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. 

As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. 

DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:  

Agility and creativity fuel growth and innovation, to Make It Happen. 

Prioritising what matters drives progress and positive outcomes, Focusing On Impact. 

Collective ambition builds optimism and success, in order to Win As One. 

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. 

If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

We look forward to hearing from you.