Incident Management Administrator (Venues & Events Operations)

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 ServiceNow, Jira, BMC Remedy, ManageEngine, 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.