IT Incident Manager
hace 1 día
Sportserve is a leading sports betting and technology company that is part of a remarkable group of B2C sports betting and B2B sportsbook technology companies. We are committed to delivering first-class sports betting experiences and casino products for our users worldwide.
Job SummaryWe are seeking an experienced IT Incident Manager to join our team. The successful candidate will be responsible for ensuring the availability and smooth operation of our business operations and IT services 24/7. This includes managing application availability, facilitating bridge calls with relevant teams during major incidents, and maintaining quality handling of Jira tickets.
Key Responsibilities- Manage application availability and operations, ensuring that major incidents are handled promptly and efficiently.
- Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
- Maintain quality handling of Jira tickets, from creation to closure.
- Constantly follow up on open tickets as necessary.
- Facilitate the PIR or Post Incident Review and write the Incident Report.
- Awareness of production activities and understanding the impact of all project deployment and change implementation on both technical and business KPIs.
- Engage leads and managers in 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, ensuring 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, maintaining Global Maintenance Policies in Coordination with the Change implementation team.
- Recommend or work with managers and leads to create, update or maintain Alert Policy or Rules in Event Management System.
- 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, including shift rota scheduling preparation and reviewing HR Timesheets.
- 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, including Slack, Statuspage, Skype, and others.
- Experience working with event management systems and network/infrastructure/application monitoring tools.
- Exceptional business communication skill in speaking and writing.
- Possess people management and organizational skills.
- Critical thinker and provide sound judgment in every situation.
Sportserve is a global employer of choice, 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.
We warmly invite applications in English. 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.
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