AXS
IncidentManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Incident Manager at AXS. Skills: Incident management, Root cause analysis, Stakeholder management. Respond to incident escalations. Identify issues”
Industry & Context.
Problem solving
On-call rotation
What They're Looking For.
Must Have
Experience in incident management, Technical understanding of databases, networks, application stacks, and monitoring solutions, Hands on experience using Jira/Confluence or another ticket tracking or centralized platform, Hands on experience using Statuspage, Hands on experience using Datadog On-Call or another escalation tool, Hands on experience using Datadog or other log aggregation tools, Hands on experience using Slack or another messaging tool, Hands on experience using Zoom or another business quality Video conference solution, Organizational skills, Ability to manage multiple projects simultaneously, Demonstrated ability to work under pressure, Demonstrated ability to recognize problems and find solutions, High attention to detail, Ability to take command to facilitate effective communication during meetings
Nice to Have
Ticketing industry knowledge
What You'll Do.
Respond to incident escalations
Mobilize support teams and stakeholders to identify solutions
Implement resolution steps
Run change management meetings
Perform tasks to support the process
Take direct actions to resolve an incident
Use Datadog On-Call to identify and mobilize appropriate
Investigate incidents
Keep teams focused on the shortest path to
Determine the Root Cause of an incident
Identify improvements that will prevent a repeat of
Reduce negative impact to customers and clients
Promote blameless discussion
Ensure timely completion of Jira Tickets
Create update documentation in Confluence pages
Ensure correct submission of change tickets
Provide support where required
concise and frequent communication
Zoom and Statuspage to communicate effectively
Act as part of global support team
Ensure coverage 24/7/365
Serve in an on-call capacity
Identify how Monitoring and Alerting could be improved
Determine if Processes need to change
Follow up after meetings to ensure agreed upon
Lead change management meetings
How You'll Work.
Team & Collaboration
Support teams; Stakeholders; Engineers; Global support team
Communication Scope
Verbal communication; Written communication
Process & Methodology
Jira, Confluence
Full Job Description
The Company Want to work for a company named in The Sunday Times Best Places to Work 2024? AXS, part of AEG, is a leading global ticketing, data, and marketing solutions provider. AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events and are the preferred ticketing partner for some of the largest UK venues and festivals, from The O2 Arena and The SSE Arena, Wembley to British Summer Time in Hyde Park. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans across the globe, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment. We continue to lead the evolution of our industry today from our wonderful offices in London, throughout the US and Europe. At each location you'll find a dedicated, diverse team who create ground-breaking products and services in a fun, fast-paced environment. We love what we do along with our fantastic culture, enviable perks and comprehensive benefits. We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering. The Role The Incident Manager will be responsible for responding quickly to incident escalations, quickly identifying issues, mobilizing support teams and stakeholders to identify solutions, analyze options and implement resolution steps. The Incident Manager will also be expected to run change management meetings and perform tasks to support the process. Where: You'll be based at our head office opposite London Bridge station. We offer flexible start and end times and also welcome flexible working conversations. What Will You Do? Take direct actions to re
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