IT Incident Management Lead, Live Nation
$80-100k
4 days a week in office (Beverly Hills, CA)
Entertainment events promoter and producer
Be an early applicant
Entertainment events promoter and producer
1001+ employees
Be an early applicant
$80-100k
4 days a week in office (Beverly Hills, CA)
1001+ employees
Company mission
To help live music fans more easily and quickly find concert tickets and information about their favourite artists and venues.
Role
Who you are
- Passionate and motivated
- Driven, with an entrepreneurial spirit
- Resourceful, innovative, forward thinking and committed
- At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on!
- 5+ years of experience in Incident Management, Problem Management, IT Service Management (ITSM), or Service Operations
- Proven experience leading major incident response and post-incident review processes
- Strong understanding of ITIL Incident Management and Problem Management frameworks
- Hands-on experience with ITSM tools such as ServiceNow, Zendesk, Jira Service Management, or equivalent
- Experience coordinating cross-functional technical teams during critical operational incidents
- Excellent leadership, facilitation, communication, and stakeholder engagement skills
- Major incident management and operational leadership
- Problem management and root cause analysis expertise
- Strong communication and stakeholder management skills
- Decision-making under pressure
- Process governance and ITSM operational excellence
- Analytical reporting and KPI management
- Cross-functional coordination and facilitation
- Continuous improvement and operational resilience mindset
- ITIL® 4 Foundation or ITIL Managing Professional certification nice to have
- Certified Incident Manager (CIM) nice to have
- Certified Problem and Change Manager (CPCM) nice to have
- ITSM Implementation certification nice to have
What the job involves
- The Problem & Incident Management Lead is responsible for the governance, execution, and continuous improvement of enterprise Incident Management and Problem Management processes
- This role ensures rapid restoration of services during operational disruptions while driving structured root cause analysis (RCA), post-incident review (PIR), and long-term corrective actions to improve system stability and operational resilience
- The role serves as the central operational lead during major incidents, coordinating technical teams, business stakeholders, communications, escalations, and recovery efforts in alignment with enterprise service management standards and ITIL best practices
- Own and manage the end-to-end Incident Management and Problem Management lifecycle across the organization
- Lead the response and coordination of major incidents to ensure timely service restoration and minimal business disruption
- Act as Incident Commander during high-severity incidents, coordinating technical teams and executive communications
- Ensure adherence to incident escalation procedures, communication protocols, and operational governance standards
- Facilitate operational bridges, incident triage sessions, and stakeholder updates during critical outages
- Manage enterprise problem records, ensuring underlying root causes are identified and resolved
- Drive proactive problem management initiatives to reduce recurring incidents and operational risk
- Maintain incident and problem management documentation, standards, and process workflows
- Develop and monitor operational KPIs, SLAs, trends, and reporting dashboards
- Partner with engineering, infrastructure, security, and support teams to implement preventive controls and service improvements
- Ensure effective utilization of ITSM platforms such as ServiceNow, Zendesk, Jira Service Management, or equivalent tools
- Drive continuous improvement initiatives across incident response, escalation management, and operational resilience programs
- Lead all Post-Incident Review (PIR) sessions following high-impact incidents and service outages
- Conduct structured Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone Analysis, or Fault Tree Analysis
- Ensure detailed documentation of incident timelines, contributing factors, corrective actions, and lessons learned
- Drive accountability for remediation tasks, preventive actions, and long-term service improvements
- Identify systemic weaknesses, operational gaps, and process failures contributing to recurring incidents
- Present incident findings, risk exposure, and mitigation recommendations to leadership and stakeholders
- Track completion of corrective and preventive actions to closure
- Establish a culture of operational learning, resilience, and continuous service improvement
- Develop trend analysis reporting to identify recurring operational issues and opportunities for automation or optimization
Our take
Live Nation is the world's leading live entertainment company, sitting at the top of the market in live events and ticketing. Formed in 2005, it is a major international company, with key business segments made up of concerts, ticketing, and sponsorship and advertising.
Despite its dominant position in the market, the company saw an 84% drop in revenue during 2020 and the closure of live events. Since then, however, demand has been stronger than ever for their ticket sales. This is a reflection that live events remain a clear priority for consumers and has been further reflected in Live Nation's acquisitions of companies, like Goodlive, that complement and bolster Live Nation's portfolio.
In addition to live events, a key area to watch for Live Nation will be the rise of online concert streaming, like that undertaken by competitors such as Driift. Major festivals such as Glastonbury have trialled online concerts with mixed reviews. If it proves successful, this could be a major new section of the entertainment market and a big potential part of Live Nation's future ventures.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Company benefits
- HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
- YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
- WEALTH: 401(k) program with company match, Stock Program Reimbursement
- FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
- CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
- OTHERS: Volunteer time off, crowdfunding network
Company HQ
Beverly Hills, CA
Leadership
Michael Rapino
(CEO & President)Michael joined Live Nation Entertainment in 2005 as CEO and President. Previously, he spent 10 years in various Marketing and Entertainment roles at Labatt's Breweries of Canada. He also held several roles at Clear Channel Communications, including CEO and President of Global Music.
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