TOC - Services Technology Systems Manager – FIFA World Cup | Miami

TOC Support - Services Technology Systems Manager – FIFA World Cup 26™ | Miami

Department:
Tournament and Venue Operations

Employment Type:

Fixed Term Contract

Location:

Miami

At FIFA
26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ will mark the first time that the tournament will feature 48 teams and be hosted by three countries:
Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience.

ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.

DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.

INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.

INITIATIVE: Capacity to do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.

INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.

LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority/decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.

VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.

Reporting organisationally to the TOC Support - Services Integration Duty Manager, the TOC Support – Services Technology Systems Manager will be a key member of the FIFA
26 Services Integration Area team, and work in close collaboration with the Central Services and other key individuals responsible for delivering Technical support role to monitor performance of all Services Systems and tools, acting as main liaison with ITCC, triaging issues reported from the venue and TOC administration levels, and registering Service Desk tickets with technical recommendations for priority action and resolution.

The main responsibilities and oversights of the TOC Support – Services Technology Systems Manager for the FIFA World Cup 26™ include:

• Managing the Services Technology Products help desk communications and associated hotline and inbox established for Services Teams to seek advice on their systems related issues.
• Manage a detailed request log with correct data, triaging all reported issues and incidents, either in WeTrack or Service Desk that are impacting services business continuity as required, to maintain a centralized view of all bugs / issues / risks for action/resolution.
• Provide first line resolution and advice to Services support requests reducing need to log a tickets if resolution can be obtained.
• Submit system access requests to Service Desk for all Services related apps and tools.
• Enhances the existing data analysis and reporting capacity of the TOC Support – Services Integration team, providing dynamic resolution to unforeseen operational business challenges, analyzing system processes, providing hot fix solutions and/or recommendations for backlog developments post event.

• Bachelor’s degree or similar level of higher education.

• 5 years of experience.
• Acted as the central coordination point for service technology systems, monitoring performance, supporting operational continuity, and liaising across multiple teams and stakeholders.
• Managed technology support and incident…