Join the Team.

Incident Manager

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for 90 years. More information is available at www.msgentertainment.com. 

Who are we hiring?

The Incident Manager is directly accountable for managing and executing processes and procedures that will minimize end-user impact of IT incidents, as well as facilitating the root cause identification and resolution at Madison Square Garden Entertainment and Sphere Entertainment Corporation. The Incident Manager is also responsible for process improvement, system maintenance, and management reporting responsibilities.

What will you do?

  • Manage Incident, Major Incident, and Problem Management processes.
  • Provide backup support for Change Management processes, chairing the Change Authorization Board (CAB) when needed.
  • Lead major incident, determining appropriate participants and processes based on incident type and application area.
  • Manage and enhance policies and procedures to ensure efficient incident and problem management.
  • Collaborate with Support Manager(s) to establish service targets aligned with customer needs and identify root problems inhibiting service targets.
  • Coordinate with Service Desk and support teams to establish and maintain the Known Error Database.
  • Aid in defining processes for recording and producing management information related to incident and problem management; including but not limited to timelines, status communication updates, and root cause analysis.
  • Conduct trending and analysis of incidents to proactively identify areas for improvement.
  • Develop and maintain documentation for incident and problem management processes and the Major Incident Response Team.
  • Liaise with suppliers and contractors to ensure fulfillment of contractual obligations related to problem resolution and data provision; providing summaries when SLAs are breached.
  • Foster collaboration, continuous improvement, and communication across departments.
  • Seeks opportunities to leverage and integrate existing tools to streamline cross-collaborative incidents.
  • Support MSG IT on-call alerting system, ensuring best practice is configured within the system.
  • Ensure compliance with customer and regulatory requirements.
  • Perform other duties and responsibilities as necessary.

What do you need to succeed?

  • Bachelor’s Degree in a technology-related field or equivalent experience
  • ITIL certification(s) preferred
  • 5+ years of relevant experience in an ITIL environment
  • Proficiency in Incident, Problem, and/or Change Management principles, particularly ITIL.
  • Experience in application development, software quality assurance, network troubleshooting, and configuration management
  • Familiarity with relevant tools and systems supporting Incident Management
  • Experience with PagerDuty or ServiceNow is beneficial
  • Strong communication, planning, coordination, organization, collaboration, and leadership skills
  • Ability to enforce compliance with standards and regulations while maintaining respectful communication
  • Ability to build strong working relationships and influence in a matrix environment, previous personnel management experience is preferred

Special Requirements

  • Availability for on-call duty in a 24×7 environment
  • Occasional travel (<20%) as needed.

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Pay Range
$96,000$155,000 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.