Incident Manager, Product Support Lead

Summary

Join Patrianna, a fast-growing gaming company, as a Programme Manager and spearhead the delivery of exciting programs and projects. Based in Gibraltar with a global reach, you will play a key role in the company's expansion within the social gaming market. You will be responsible for building monitoring capabilities, owning incident management processes, and establishing product support processes. This role requires strong IT service management experience, analytical skills, and leadership abilities. Patrianna offers competitive compensation, generous time off, opportunities for community engagement, and career growth.

Requirements

• At least 5 years experience working in IT service management, or a similar role, ideally in iGaming
• Strong knowledge of IT service management practices such as ITIL
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work well under pressure and meet deadlines
• Strong organizational and time management skills
• Experience with incident, major incident and problem management processes and procedures
• Experience leading and managing teams
• Technical knowledge and experience, experience working with IT systems and software

Responsibilities

• Build monitoring capability and own monitoring processes across the organisation
• Technology: availability and uptime of all key technical components (infrastructure, server, network, microservices)
• Business KPI monitoring (website traffic, active users, logins, gameplay)
• Set-up and own Incident Management process
• Recording and triage of incidents
• Managing incidents until resolution, coordination and communication, resource allocation, overseeing team members involved in resolving incidents
• RCA process
• Set up and own Product Support processes, in collaboration with QA leads and Product owners
• Identifying and resolving incidents in a timely manner, overseeing the incident management process and team members involved in resolving the incident
• Keeping relevant parties updated on the status of incidents
• Developing and implementing processes and procedures for incident management, incl. a system to priortise IT Incidents based on their impact on the business and the criticality of affected systems
• Escalating incidents as needed
• Reporting on incidents and trends
• Developing and maintaining incident response plans and procedures that involve identifying potential risks and mitigation strategies
• Developing and maintaining systems and processes for the early detection of incidents
• Ensuring communication plans are in place and ready for activation to communicate with stakeholders, including senior management, affected users, and IT staff, i.e. updates on incident status and resolution progress
• Maintaining detailed records of incidents, their causes, and resolutions for post incident analysis and improvements. Report finding to senior management for risk analysis
• Conducting post-incident reviews to analyse what happened, why it happened, and how similar incidents can be prevented in the future
• Update the knowledge base and documentation to facilitate quicker resolution of similar incidents in the future

Benefits

• Competitive Compensation : Rewarding salary reflective of skills and potential
• Generous Time Off : 25 days annual leave plus bank holidays
• Community Engagement : Participate in regular team events and bi-annual global gatherings that foster camaraderie and connection
• Career Growth : As we expand, so do the opportunities for our team members to grow and make a significant impact