Technical Operations Manager
hace 1 mes
Sportserve is a leading global sports betting and technology company, part of a remarkable group of companies focused on delivering exceptional user experiences. Along with Sportion, TechSpirit, Standard Focus, and Sportelligent, we form the driving force behind Dafabet, a world-renowned sports betting company. Our international culture embraces the global community while acting locally. We offer diverse career paths in Technology, Trading, Operations, and Media. With over 2,000 employees worldwide, we provide exciting opportunities for growth and development.
About the RoleThe IT Incident Manager role involves ensuring seamless business operations and IT services availability 24/7. You will be responsible for monitoring key performance indicators (KPIs) and providing support for various infrastructure/network devices, applications, databases, and other production services. Your primary goal is to maintain reliability, operational excellence, and exceptional customer service for the company's benefit.
Key Responsibilities- Manage application availability and operations: Always stay on top of major incidents, overseeing the entire process from detection to resolution.
- Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
- Maintain high-quality handling of Jira tickets, from creation to closure.
- Constantly follow up on open tickets as necessary.
- Facilitate Post-Incident Reviews and write incident reports.
- Awareness of all production activities and understanding the impact of project deployments and change implementations on technical and business KPIs.
- Engage leads and managers in driving continuous improvement within their teams.
- Work closely with Application Support to quickly identify issues that require escalation to 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 senior management about the progress of major incidents.
- Collaborate with the Change implementation team to maintain Global Maintenance Policies in the Event Management System, suppressing alerts during scheduled or emergency maintenance.
- Recommend or work with managers and leads to create, update, or maintain Alert Policy or Rules in the Event Management System based on integration triggers/priorities.
- Coordinate major and minor incident investigations using JIRA Service Management and different ticketing platforms of provider partners.
- Provide proper handover about issues and activities that the next shift needs to be aware of.
We seek an experienced candidate with a Bachelor's degree in Computer Science or a related technical field. Relevant experience in Incident Management, Change, and Problem Management Process is essential. Proficiency in ITIL methodologies, end-to-end support, and related practices is required. Familiarity with communication tools, event management systems, network/infrastructure/application monitoring tools, and exceptional business communication skills are necessary. Critical thinking and sound judgment are also essential.
Compensation and BenefitsWe offer a competitive salary range of $80,000 - $110,000 per year, depending on experience. In addition to a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off, you will have opportunities for professional growth and development in a dynamic and international environment.
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