Incident Manager

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

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

AXS is seeking an Incident Manager to join our global team. We are looking for someone to take all necessary actions, including quickly identifying issues, mobilizing support teams and stakeholders to identify solutions, and ultimately analyze options and implement resolution steps.  The goal is to prevent and reduce negative impact to our customers and clients when using our products and services. You will also perform blameless root cause analysis (RCA) meetings to ensure we learn from our errors and prevent repeat incidents. This role requires you to be part of a 24/7/365 global on-call schedule for Incident Management. You will also be expected to run change management meetings and perform tasks to support the process also as part of a rotation.   

What You’ll Do

• Establish communications channels for incidents
• Use Slack, Zoom and Statuspage to communicate effectively with all support and stakeholders during an incident. 
• Provide clear, concise and frequent communication across communication channels as per SLA’s.   

• Coordinate efforts to drive incidents to resolution with minimal negative impact
• On-call rotation required - you will be part of a global 24/7/365 support team managing Incidents globally. 
• You will take direct actions to resolve an incident when possible, or use OpsGenie to identify and mobilize appropriate resources to investigate then mitigate or resolve the incident.
• Using your commanding presence, keep teams focused on the shortest path to mitigate/resolve the incident. 

• Root Cause Analysis Meetings (RCA)
  • Determine Root Cause and prevent a repeat of the incident 
  • Identify how Monitoring and Alerting could be improved to detect the incident quicker.
  • Determine if Processes need to change to improve escalation or recovery efforts
• Lead RCA meetings and promote blameless discussion to encourage openness
• Invite key stakeholders to discuss the following;
• Follow up after meetings to ensure agreed upon tasks are completed

• Change Management
• Be on rotation to lead change management meetings
• Work with teams to ensure the correct submission of change tickets and provide support where required

What to Bring

• Minimum of 2 years of experience as an incident manager or in a technical operations role
• Experience in roles which have provided a good technical understanding of the relationships between databases, networks, application stacks, cloud providers and monitoring solutions.
• Ability to remain calm under pressure but also work quickly
• High attention to detail
• Experience with the following tools:
  • Jira/Confluence
  • Statuspage
  • OpsGenie 
  • Sumo Logic
  • Slack
  • Zoom
  • Other monitoring or escalation tools 
• AWS or other experience working in cloud environments (preferred)
• Ability to act as a team player who is also able to work independently when required
• Excellent verbal and written communication skills.
• Gravitas -  takes command, and is willing to kick people (at all levels of the organization) off a call to remove distractions

Bonus points for 

• Knowledge of AXS systems, including a thorough and detailed understanding of product features, capabilities and limitations 
• Experience with ticketing software platforms or the ticketing industry

What’s in it for You?

• Have a direct impact in preventing and reducing negative impact to our customers and clients when using our awesome products and services.
• Extraordinary People – we’re not kidding!
• Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Opportunities for learning and leveling up through training and education reimbursement.

Curious about the typical interview process for this position? Here's what to expect:

• Stage 1: Recruiter interview - 30 min 
• Stage 2: Hiring Manager Interview -  30-min  
• Stage 3: Panel interview - 60-min
• Stage 4: Executive Interview - 45-min  

Note: At AXS, we are dedicated to a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box"  in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles. 

We’re an equal opportunity employer and hold diversity dear. We never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status. 

Why AXS?

AXS, sells millions of tickets every year for 500+ partners across North America, Europe, and Asia, from venues like the O2 in London and the Red Rocks Amphitheatre in Denver to teams like the Los Angeles Clippers, Minnesota Timberwolves, and Houston Rockets. Headquartered in Downtown Los Angeles, California, AXS employs more than 500 professionals in multiple locations worldwide, including Charlotte, Cleveland,  Dallas, Denver, Las Vegas, London, Tempe, Stockholm, and Tokyo. At each location you’ll find a team of dedicated, diverse employees (we’ve dubbed ourselves “Fanatix”) who create groundbreaking products and services in a fun, fast-paced environment. We love what we do along with our fantastic culture, enviable perks, and comprehensive benefits.

To learn more about our culture and values, visit: https://solutions.axs.com/careers/