Problem Manager
Digitain is looking for an enthusiastic subject matter expert with a passion for Problem Management and the ability to drive high performance and best practice across the professional community. The role involves creating an environment where success happens for both customers and the business.
The primary focus of the Problem Manager is to contribute to continuous-improvement activities within the organisation. The successful candidate will work throughout the entire company to identify trends and implement long-term solutions.
- Analysing incident trends, identifying repeat or major incidents, and determining where problem-solving efforts will reap the biggest benefits for the organisation.
- Leveraging resources across the organisation for knowledge, skills, and assistance during the diagnostic process.
- Understanding knowledge and skillsets throughout the organisation to determine which subject matter experts to engage on a problem.
- Coordinating all aspects of problem diagnosis and resolution.
- Maintaining an overview of the problem queue, updating status, and keeping affected stakeholders informed of progress.
- Serving as a key member of any team created to manage a major incident.
- Facilitating data collection and analysis to lead to a long-term fix for issues, ensuring permanent solutions are investigated alongside immediate incident resolution.
- Graduate degree in IT or Business Administration (required)
- At least 2 years of work experience in the IT industry (required)
- Fluency in Armenian, Russian and English languages (required)
- Advanced user experience of JIRA Software and JIRA Service Desk (required)
- Clear knowledge and understanding of ITIL framework, IT roles and responsibilities, IT infrastructure, software systems architecture, principles of system development lifecycle, IS implementation and operations, and disaster recovery plans (required)
- Ability to train a range of people throughout the organisation in core problem-solving skills (required)
- Strong critical-thinking and root-cause-analysis skills (required)
- Good understanding of business goals, customers, and value delivery (required)
- Analytical mind with the ability to review reports and analyse data to understand cause and effect (required)
- Knowledge of statistical methods to assess risk and evaluate alternative solutions (required)
Digitain is a business-to-business provider of sportsbook and iGaming platform software, headquartered in Yerevan, Armenia. Founded in 1999, it offers a turnkey and standalone platform spanning sports betting, online and live casino, and games, alongside managed services for operators across regulated and emerging markets. Its portfolio includes the Imagine Live live-casino studios and the Galaxsys games studio, and the group employs a large engineering and operations workforce.