Company Description
We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.
Job Description
As a Major Incident Manager, you will lead and coordinate the identification, prioritization and resolution of major incidents that significantly impact our business operations and services. You will be the central point of contact during critical situations, including but not limited to technology, financial, security, privacy, and people, to ensure swift and effective response, addressing people safety issues, minimizing addressing service downtime, and restoring normal operations in alignment with predefined service level agreements (SLAs). The role requires strong multitasking ability, highly developed communication skills, and the ability to take control of a situation, including conversations with senior leaders.
You will work closely with global teams to troubleshoot and resolve major incidents, complete root cause analysis, analyze trends, and ensure appropriate communication at various levels and audiences, to include technical, business, and executive. You will have the opportunity to advise on iterative improvements to the Incident Management process.
THE CHALLENGE:
- Incident Management: Act as the primary point of contact and lead the response efforts during major incidents, ensuring all necessary stakeholders and resources are engaged promptly to resolve the issue.
- Coordination: Coordinate cross-functional teams, including technical experts, support functions, and business units, to investigate, diagnose, and resolve major incidents efficiently and ensure disclosure requirements are considered.
- Communication: Provide timely and transparent communication to stakeholders, including executives, customers, and internal teams, throughout the incident lifecycle, keeping them informed of progress, impact, and resolution timelines.
- Root Cause Analysis: Facilitate post-incident reviews and root cause analysis (RCA) sessions to identify the underlying causes of major incidents and implement preventive measures to avoid recurrence. Drive continuous improvement through post-incident review reports.
- Process Improvement: Continuously review and enhance incident management processes, tools, and documentation to streamline response efforts and improve overall incident resolution times. Provide subject matter expertise in the design and maintenance of the organization-wide major incident management framework and incident-specific playbooks. Work with individuals and teams to ensure the incident management process is consistently implemented and incidents are captured and escalated in a timely fashion.
- Documentation: Maintain accurate records of major incidents, including incident details, actions taken, resolutions, and post-incident analysis findings, adhering to regulatory and compliance requirements.
- Training and mentoring: Provide guidance, training, and mentoring to incident response teams to ensure readiness and proficiency in handling major incidents effectively. Assist in the development and execution of major incident management exercises of varying complexity and scale across the organization. Facilitate the preparation of working groups and senior level preparatory materials for a complex table-top exercise. Create training materials for crisis and incident response team members and general employee awareness.
- Performance monitoring: Monitor key performance indicators (KPIs) and metrics related to incident management, identifying trends and areas for improvement to enhance operational resilience and service availability. Ensure SLA compliance and drive improvement where needed. Ensure consistent reporting on major incidents for executive consumption, auditing needs, and identify trends related to major incident occurrences. Create reports and present data to drive understanding and improvement.
- Emergency response: Develop and maintain comprehensive incident response plans and escalation procedures to guide teams during emergency situations and ensure a rapid and coordinated response.
- Risk management: Assess the potential impact of major incidents on business operations, financials, and reputation, collaborating with relevant stakeholders to mitigate risks and implement contingency plans. Partner with other Business Continuity and function/ business leaders to apply appropriate protocols and prevent crises from arising.
YOUR PROFILE:
- Extensive incident management experience
- Experience working effectively in a highly dynamic and complex environment, managing tight SLAs for remediation and reporting
- Familiarity with incident management metrics such as MTTR/MTTD, root cause analysis, and severity levels is required
- Ability to interact effectively with all levels of management including C-suite - leading and refocusing conversation if necessary
- Ability to prioritize and organize effectively and manage multiple projects and assignments
- Ability to work independently with minimal instructions
- Proven track record in managing escalations with defined operational procedures
- Professional experience with ITSM/ITIL best practices, certification is a plus
- Proficiency in using incident management tools and related software
- Ability to communicate effectively with both technical and non-technical departments
- Major Incident Management tool experience, preferably with ServiceNow, would be a plus
- Flexibility working over the weekends, public holidays etc. in order to cover urgent cases if necessary
Additional Information
Sportradar is an Equal Opportunity Employer. We are committed to encourage diversity within our teams. All qualified applicants will receive consideration without regard to among other things, your background, status, or personal preferences
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