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Incident Manager

AXS -   Los Angeles, California, United States   CA

Posted 58 days ago

Salary: Not Disclosed

Tags: incident ,

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Job Description

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:




Sumo Logic



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, a subsidiary of AEG, is a global ticketing platform, offering best-in-class ticketing, marketing and data technology in a single platform to suit every client size and type, from small music clubs to the largest sports stadiums. In every corner of our company, you will find teams of dedicated, diverse employees (dubbed “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.

We are the ticketing partner for over 350 premier venues, sports teams, event organizers around the world, including JAM Productions, Pabst Theater Group, AEG Presents, The O2, STAPLES Center, T-Mobile Arena, Red Rocks Amphitheatre, Minnesota Timberwolves, Houston Rockets, and the Vegas Golden Knights. AXS powers both primary and resale marketplaces, leveraging integrated technology and analytics to enable clients to sell the right ticket to the right fan at the right price. Headquartered in Los Angeles, California, AXS employs more than 350 professionals in multiple locations worldwide, including Cleveland, Charlotte, Dallas, Denver, London, and Stockholm.

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

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