Job Purpose The Incident Management Administrator – Senior is responsible for administering and governing incident management operations across venues and event environments, ensuring timely resolution of operational and technical incidents during both sporting events and non-event periods. The role oversees Incident Management Analysts, drives SLA compliance, analyzes operational trends, and implements continuous service improvement initiatives to enhance overall support performance and operational stability.
Key Responsibilities Administer and manage the end-to-end incident management process across venues and event operations environments. Lead and oversee Incident Management Analysts to ensure incidents are logged, prioritized, escalated, and resolved within defined SLAs. Monitor major incidents impacting venue operations, network infrastructure, broadcasting systems, end-user services, and event technologies. Coordinate with technical teams, vendors, service providers, and operational stakeholders for timely incident resolution. Ensure proper incident categorization, root cause tracking, escalation management, and documentation standards are maintained. Act as the primary coordination point during critical incidents and live event operational disruptions. Analyze incident trends, recurring issues, and operational gaps to recommend preventive and corrective actions. Prepare incident reports, dashboards, RCA documentation, and service performance summaries for management review. Drive continuous service improvement (CSI) initiatives to improve operational efficiency and reduce recurring incidents. Ensure compliance with ITIL best practices, operational procedures, and governance standards. Support readiness activities before sporting events, tournaments, and high-profile venue operations. Participate in shift operations, on-call support, and incident war-room coordination during critical events when required. Maintain strong communication with internal teams and stakeholders during incident lifecycles and escalations.
Required Qualifications Bachelor’s Degree in Information Technology, Computer Science, Engineering, or related field. ITIL Certification (preferred). Additional certifications in Service Management, Operations, or Networking are considered an advantage.
Required Experience Minimum 5–8 years of experience in Incident Management, IT Operations, Service Desk, or Event Technology Operations. Proven experience managing operational incidents within enterprise or large-scale environments. Experience in venues, sporting events, broadcasting environments, telecom, or managed services operations is highly preferred. Experience overseeing support teams or operational analysts within SLA-driven environments. Strong exposure to major incident management and operational escalation handling.
Technical Skills Strong understanding of ITIL Incident Management processes. Experience with ticketing and monitoring tools such as Service Now, Jira, BMC Remedy, Manage Engine, or similar platforms. Knowledge of network infrastructure, systems operations, end-user support, and event technology environments. Ability to analyze operational data, incident trends, and service performance metrics. Familiarity with SLA/KPI management and service governance frameworks.
Soft Skills Strong leadership and coordination abilities under pressure. Excellent communication and stakeholder management skills. Strong analytical and problem-solving mindset. Ability to operate effectively in fast-paced live event environments. High attention to detail and operational discipline.