Incident Manager
The Incident Manager is responsible for the end-to-end management of incidents reported by internal teams. This role involves registering, prioritising, and coordinating the resolution of technical issues to ensure they are handled efficiently and within appropriate timeframes. The position requires close collaboration with various teams to ensure that incidents are resolved correctly and that stakeholders are kept informed throughout the process.
- Receive all incidents reported by the Account Managers, Liaison Managers and Support teams.
- Register and prioritise all incidents according to internal procedures.
- Submit every incident to the appropriate team (the team with the capacity to solve the incident).
- Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident.
- Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint).
- Follow up on each incident to make sure it is solved correctly and in a timely manner.
- After the incident is reported as solved, test (where possible) to confirm.
- Inform the teams that reported the incident that it was solved.
- Handles reports, JIRA updates and any other related task.
- Proven experience (minimum 2 years) in IT incident management, preferably in a complex, high-availability environment (required).
- Strong understanding of ITIL framework and best practices for incident management (required).
- Experience with incident management tools and systems (e.g., JIRA Service Management, ServiceNow) (required).
- Excellent analytical and problem-solving skills, with the ability to quickly assess and resolve incidents (required).
- Strong communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders (required).
- Ability to work under pressure and manage multiple incidents concurrently (required).
- Experience in root cause analysis methodologies (required).
- Knowledge of IT infrastructure components and technologies (required).
- Experience with monitoring and alerting systems (required).
- A proactive and customer-focused approach to incident management (required).
- ITIL certification is a plus (nice-to-have).
- Technical University/Computer Science or a related field (required).
- Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
- Enjoy a flexible hybrid work schedule after your first three months with us.
- Benefit from two Free Fridays each year, limited to one per quarter.
- Daily catered lunch or monthly lunch allowance.
- Private Medical Subscription.
- Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
- Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
- Access to our amazing office space complete with its own pool and gym.
EveryMatrix delivers iGaming software, solutions, content and services for casino, sports betting, payments, and affiliate management to global Tier 1 operators as well as to newer brands. The platform is highly modular, scalable, and compliant, allowing operators to choose the optimal EveryMatrix solution and combine with third-party and in-house technology and capabilities. EveryMatrix empowers clients to unleash bold ideas and deliver outstanding player experiences in regulated markets. The company has more than 1,300 employees across 15 offices in 15 countries and serves 300+ customers worldwide, including the regulated US market. EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification.