We're an end-to-end provider of premium products and services for global sport and media operators.
We push boundaries every day to offer the most reliable, scalable, engaging end-to-end offerings that continually meet and exceed fan expectations and maximise client value. Underpinned by data we're able to determine the best experiences to drive business growth. Deltatre provides strategy, planning, consultancy across all stages of our client's lifecycle.

We're fully flexible. As of November 2021, if it suits your role at Deltatre, you can work full time from home/remotely, from the office, or a combination within the same country as your contracted office of employment.

Joining a close-knit Incident Management team, you will be part of a global B2B support division responsible for delivering Premium Sports and Entertainment video-streaming and end-to-end services.

As Incident Manager you will provide in and out-of-hours/on-call support for Major Incidents, acting as the primary point of contact for our high-profile customers and internal stakeholders during and after incidents.

Your primary role will be to minimise the impact of Major Incidents on the business by providing an open line of communication to our customers during incidents, while at the same time facilitating internal communication and ensuring Major incident procedures are being followed to restore services as quickly as possible. You will demonstrate an ability to work calmly under pressure, to be able to inspire confidence in others and to be customer and service focussed.

Key Responsibilities

• Providing in and out-of-hours support as part of a 24/7/365 Incident Management team
• Leading internal and supplier teams to drive the resolution of P1 and P2 incidents as quickly as possible, to minimise impact to customer business in accordance with SLAs
• Leading internal and external communications during Major Incidents
• Supporting B2B and Operational teams in prioritising and triaging open Incidents
• Launching/Joining conference bridges with customer, internal and supplier stakeholders where necessary to drive resolution and/or to provide reassurance during Major Incidents
• Preparing and publishing clear and technically accurate Major Incident Reports & Metrics
• Conducting Major Incident reviews, ensuring corrective actions and root causes are circulated to key stakeholders
• Working closely with the Lead Incident Manager to develop strategies for Incident Management
• Conducting reviews & analysis on frequently logged tickets, making recommendations to support or project teams for improving procedures and resolving ongoing problems
• Manage & maintain knowledgebase documentation/performance reporting
• Support the transition & delivery of new clients and services
• Managing credits and penalties, clients and suppliers

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

Requirements

• Excellent communication skills (English written and spoken)
• Minimum 3 years’ experience in client facing IT service delivery/support roles
• A passion for IT and technology

We value

• ITIL V4 Foundation level qualification
• Experience in Incident Management
• Knowledge of OTT/Video Streaming workflows

Our company perks

• Global company with huge growth potential
• Small, creative, close-knit Engineering/Tech team who love to collaborate
• Support with your career development and access to training
• Regular company and team social events
• 24/7 casual dress code
• Free refreshments in the office

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.

Please note that we will only contact successfully shortlisted candidates.