We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.
WORK TYPE : Hybrid remote and onsite
This role reports to the director of Enterprise Risk Management and tackles issues globally as they emerge. The Crisis Manager will be the central point of contact during critical situations, including but not limited to technology, financial, security, privacy, and people, to ensure swift and effective response, addressing people safety issues, minimizing addressing service downtime, and restoring normal operations in alignment with predefined service level agreements (SLAs).
The role requires strong multitasking ability, highly developed communication skills, and the ability to take control of a situation, including conversations with senior leaders.
Crisis Management : Collaborate with internal stakeholders to develop and coordinate actions and communications, particularly during sensitive or crisis situations. Plan: Implement proactive strategies to promptly identify/address potential risks or threats to the organization.
Coordinate cross-functional teams, including technical experts, support functions, and business units, to investigate, diagnose, resolve major incidents efficiently, and ensure regulatory requirements are considered.
Root Cause Analysis: Facilitate post-incident reviews and root cause analysis (RCA) sessions to identify the underlying causes of crises and issues and implement preventive measures to avoid recurrence. Maintain accurate records of crises and major incidents, including incident details, actions taken, resolutions, and post-incident analysis findings, adhering to regulatory and compliance requirements. Monitor key performance indicators (KPIs) and metrics related to incident management, identifying trends and areas for improvement to enhance operational resilience and service availability. Create reports and present data to drive understanding and improvement.
Training and mentoring: Provide guidance, training, and mentoring to incident response teams to ensure readiness and proficiency in handling major incidents effectively. Assist in the development and execution of crisis and issues management exercises of varying complexity and scale across the organization. Facilitate the preparation of working groups and senior level preparatory materials for a complex table-top exercise. Create training materials for crisis and incident response team members and general employee awareness.
5 years of crisis management experience
~ Major Incident Management tool experience, preferably with ServiceNow, a plus
~ Familiarity with incident management metrics such as MTTR/MTTD, root cause analysis, and severity levels preferred.
~ Professional experience with ITSM/ITIL best practices, certification is a plus.
~ Strong command of the English language, verbal and written.
~ Ability to interact and communicate effectively with both technical and non-technical employees, and all levels of management
~ Ability to prioritize and organize effectively and manage multiple projects and assignments
~ This role requires that someone be comfortable taking control of a conversation (which may include senior leaders) and refocusing it if necessary.
~ We are committed to encourage diversity within our teams.