Incident Manager

TL;DR

Incident Manager (IT Operations): Managing incident escalations and coordinating cross-functional response teams to ensure rapid resolution and system stability with an accent on root cause analysis and process improvement. Focus on facilitating blameless post-mortems, optimizing monitoring workflows, and maintaining high service availability in a fast-paced ticketing environment.

Location: Must be based in London, UK (Hybrid role at head office opposite London Bridge station).

Salary: £70,000–£75,000

Company

A leading global provider of ticketing, data, and marketing solutions for live entertainment, powering major venues and festivals worldwide.

What you will do

• Lead incident response efforts by mobilizing support teams and identifying solutions to mitigate service disruptions.
• Conduct root cause analysis (RCA) meetings and promote a blameless culture to prevent recurring issues.
• Manage change management meetings and support the associated processes.
• Maintain clear and frequent communication with stakeholders via Slack, Zoom, and Statuspage during incidents.
• Identify opportunities to improve monitoring, alerting, and escalation processes.
• Ensure accurate documentation in Jira and Confluence for all incident-related activities.

Requirements

• Must be based in London, UK or able to work from the London office.
• 2-4 years of experience in incident management or a related technical field.
• Strong technical understanding of databases, networks, application stacks, and monitoring solutions.
• Hands-on experience with tools such as Jira, Confluence, Datadog, Slack, and Zoom.
• Familiarity with cloud platforms (AWS, Azure, or Google Cloud).
• Ability to work in an on-call rotation as part of a 24/7/365 global support team.

Culture & Benefits

• Flexible start and end times with options for flexible working arrangements.
• Training and education reimbursement to support professional development.
• Comprehensive benefits package and enviable company perks.
• Inclusive work environment recognized as a Sunday Times Best Place to Work.
• Opportunity to work with major global venues and festivals.