Incident Manager (FIFA/WorldCup)

Major Incident Manager/Dallas

• Location: Master Control Room (MCR): Kay Bailey Hutchinson Convention Center, Dallas TX
•  Total Positions: 4

• 2 resources per shift for 2 shifts until 4 July and then ramp down.

• 1st Shift times:
• 2nd Shift times:

• 3 FTE for ~3 months, 1 May to July 20th
• 1 FTE for ~2 months, 1 May to 4 July

• Requested Start: 04/15/2025
• Requested End: 07/19/2025

Key Responsibilities:

Incident Management & Service Restoration:

 Take full ownership of incidents from detection through to technical resolution.

Respond to all technical network-related issues presented from the Client or VIDI dashboards and work directly with the carrier to understand and drive the status of fault isolation, determine the reason for outage (RFO), and validate proposed steps for repair.

Communicate any emergency maintenance or configuration changes required to resolve active incidents, ensuring explicit approval is secured from FIFA and HBS

Coordinate change management activities with various internal teams, HBS and the FIFA CAB panel.

Reporting:

Provide full and detailed reports for all activities at the end of each Match Day, including comprehensive descriptions of all queries and incidents,

Provide measured availability statistics and performance reports to HBS and the TCC.

Ensure that there are complete and accurate details in the incident record to ensure SLA analysis and reporting.

Stakeholder Communication: Provide clear, concise, and timely technical status updates to the Host Broadcaster and the TCC.

Qualifications & Skills:

Significant experience in a 24x7 operational environment such as a Network Operations Center (NOC), Security Operations Center (SOC) or Global Transport NOC

Understanding of wavelength services and troubleshooting practices.

Skills & Knowledge:

Technical Acumen: Solid understanding of network monitoring principles and technologies. While not a hands-on engineer, must be able to understand and communicate complex technical issues effectively.

Communication: Exceptional verbal and written communication skills, with the ability to tailor communications to both technical engineers and senior, non-technical stakeholders and the customer

Works calmly and effectively under pressure