Incident Management Administrator – Venues & Events

About the role

The Incident Management Administrator – Senior oversees incident management across venue and event environments, ensuring rapid resolution of operational and technical issues during live sporting events and non‑event periods. The role leads a team of analysts, drives SLA compliance, and supports continuous service improvement.

Key responsibilities

• Administer end‑to‑end incident management processes for venues and event operations.
• Lead Incident Management Analysts to log, prioritize, escalate, and resolve incidents within defined SLAs.
• Monitor major incidents affecting venue operations, network infrastructure, broadcasting systems, end‑user services, and event technologies.
• Coordinate with technical teams, vendors, service providers, and operational stakeholders for timely resolution.
• Maintain proper incident categorisation, root‑cause tracking, escalation management, and documentation.
• Act as primary coordination point during critical incidents and live‑event disruptions.
• Analyse incident trends, recurring issues and operational gaps to recommend preventive actions.
• Prepare incident reports, dashboards, RCA documentation and service performance summaries for management.
• Drive continuous service improvement initiatives to enhance efficiency and reduce recurring incidents.
• Support readiness activities before sporting events, tournaments and high‑profile venue operations.
• Participate in shift operations, on‑call support and war‑room coordination when required.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related field.
• ITIL certification preferred; additional service‑management or networking certifications are a plus.
• 5–8 years of experience in Incident Management, IT Operations, Service Desk or Event Technology Operations.
• Proven experience managing operational incidents in large‑scale or enterprise environments, preferably in venues, sporting events, broadcasting or telecom.
• Experience leading support teams or analysts in SLA‑driven settings.
• Strong exposure to major incident management and operational escalation handling.

Required skills

• ITIL Incident Management processes
• Ticketing and monitoring tools such as ServiceNow, Jira, BMC Remedy, ManageEngine