IT Incident Manager

**Sportserve** **forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.**:
**Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.**:
***W**hat you'll be getting up to**:
The IT Incident Manager role involves ensuring that the business operations and IT services are available and running smoothly 24x7. Any disruptions or outages that occur in Production systems must be handled accordingly based on the major incident management process, where relevant teams are gathered for the fast investigation and resolution, and accurate information is communicated to the stakeholders.

**Key Responsibilities**:

- Always on top of any major incident, and oversee the entire process from detection to resolution.
- Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
- Maintains quality handling of Jira tickets, from creation to closure. Constant follow up on open tickets as necessary.
- Facilitate the PIR or Post Incident Review and write the Incident Report.
- Awareness on any production activities, and understand the impact of all project deployment and change implementation on both technical and business KPIs.
- Engage leads and managers in constantly driving continuous improvement on their teams.
- Work closely with Application Support to quickly identify issues that need to be escalated to the development or technical teams.

***Manage communications to senior management and various business teams****:

- Ensure concise and accurate incident advisories are sent on time.
- Ensure timely updates to the Senior Management about the progress of the major incidents.

***Work on Event Management System during maintenances and service interruptions****:

- Maintain Global Maintenance Policies in Coordination with the Change implementation team in the Event Management System to suppress alerts during scheduled or emergency maintenance.
- Recommend or work with managers and leads to create, update or maintain Alert Policy or Rules in Event Management System depending on the integration and their triggers/priorities.
- Coordination of major and minor incident investigations using JIRA Service Management and different ticketing platforms of provider partners.
- Provide proper handover about the issues and activities that the next shift needs to be aware of.
- Enforcement of Code of Conduct
- Perform administrative duties of Team Lead i.e. shift rota scheduling preparation, reviewing HR Timesheets.

**R**equirements**:

- Bachelor's degree in Computer Science or any related technical field.
- Relevant experience in Incident Management, Change and Problem Management Process.
- Experienced in ITIL methodologies, end-to-end support and/or related practice. Background in communication tools and platforms i.e. Slack, Statuspage, Skype and others.
- Exceptional business communication skill in speaking and writing.
- Possess people management and organizational skills.
- Critical thinker and provide sound judgment in every situation.

**Diversity & Inclusion at Sportserve**:
At Sportserve, we are deeply committed to fostering a diverse and inclusive workplace. We believe in building a team that reflects a wide array of backgrounds, skills, and perspectives. Embracing diversity not only enriches our work culture but also drives innovation and excellence. We are proud to be an equal opportunity employer, where everyone’s contribution is valued and respected.