Incident Manager
Description
This role is for an Incident Manager responsible for overseeing the incident management process and ensuring the effective resolution of service incidents. The Incident Manager will lead a team, prioritize incidents, and develop protocols for handling various threats and failures. The position involves communication with management on major issues and supporting team members with workload management.
Responsibilities
- Overseeing the incident management process and team members involved in resolving the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Prioritizing incidents according to their criticality, urgency and influence on the business together with PMO.
- Creating and improving regulation documents that determine incident protocols such as how to handle DDOS threats or how to fix backend failures.
- Collaborating with the incident management team to ensure that all protocols are strictly followed.
- Registering all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting and improving the incident management process as required to ensure its effectiveness.
- Communicating with the management in case of major issues found in the products and services.
- Managing and helping the incident team members to deal with workloads and to reschedule non-urgent tasks.
Requirements
- Proven experience in incident management, IT service management, or a related role. (required)
- Experience with ITIL frameworks or similar methodologies. (required)
- Ready to work in shifts (6-14 CET, 13-21 CET, oncall shift once in a week). (required)
- Relevant certifications (e.g., ITIL) may be preferred. (preferred)
- Experience in gambling. (preferred)
- Experience in Grafana, Tableau, Miro. (preferred)
- Strong verbal and written communication skills for effective collaboration and reporting. (required)
- Ability to analyze issues, identify root causes, and implement appropriate solutions. (required)
- Experience working in a team environment and managing cross-functional teams. (required)
- Ability to work in a fast-paced environment and adjust to changing priorities. (required)
- Knowledge of incident management software and ticketing systems. (required)
- Familiarity with IT infrastructure, services, and applications. (required)
Benefits
- An exciting and challenging job in a fast-growing business groups, the opportunity to be part of a multicultural team of top professionals in Development, Architecture, Management, Operations, Marketing, Legal, Finance and more
- Great working atmosphere with passionate experts and leaders, sharing a friendly culture and a success-driven mindset is guaranteed
- Beautiful offices in Warsaw, Limassol, Yerevan work remotely or on-site with comfort and enjoy the opportunity to build a network of connections with professionals day by day
- Modern corporate equipment based on macOS or Windows and additional equipment are provided
- Paid vacations, sick leave, personal events days, days off
- Referral program enjoy cooperation with your colleagues and get the bonus
- Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences
- Rewards program for mentoring and coaching colleagues
- Free internal English courses
- In-house Travel Service
- Multiple internal activities: online platform for employees with quests, gamification, presents and news, RedCore clubs for movie / book / pets lovers, special office days dedicated to holidays
- Company events, team buildings
About Pin-Up Global
PIN-UP Global is an international holding specializing in the development and implementation of advanced technologies, B2B solutions, and innovative products for the iGaming industry.