Incident Manager Junior
Pin-Up Global is seeking an Incident Manager to oversee the incident management process and team members involved in resolving incidents. This role involves responding to reported service incidents, identifying their causes, and initiating the incident management process. The Incident Manager will prioritize incidents based on criticality, urgency, and business impact, in collaboration with the PMO.
Key responsibilities include creating and improving regulation documents for incident protocols, such as handling DDOS threats or backend failures, and ensuring strict adherence to these protocols. The role also involves registering all incidents and their resolutions to identify recurring malfunctions and adjusting the incident management process for effectiveness.
Communication with management regarding major issues in products and services is crucial. The Incident Manager will also manage and support incident team members with workloads and rescheduling non-urgent tasks. Familiarity with incident management software, ticketing systems, IT infrastructure, services, and applications is essential for success in this role.
- 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.
- Prioritising 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.
- 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) (preferred).
- Experience in gambling (required).
- Experience in Grafana, Tableau, Miro (required).
- 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).
- An exciting and challenging job in a fast-growing business group.
- Opportunity to be part of a multicultural team of top professionals in Development, Architecture, Management, Operations, Marketing, Legal, and Finance.
- Great working atmosphere with passionate experts and leaders, sharing a friendly culture and a success-driven mindset.
- Beautiful offices in Warsaw, Limassol, Yerevan or the option to work remotely or on-site.
- Modern corporate equipment based on macOS or Windows and additional equipment provided.
- Paid vacations, sick leave, personal events days, and days off.
- Referral program to enjoy cooperation with colleagues and get a bonus.
- Educational programs: regular internal training sessions, compensation for external education, and 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, and special office days dedicated to holidays.
- Company events and team buildings.
PIN-UP Global is an international holding company that develops technologies, B2B solutions and products for the iGaming industry. Headquartered in Warsaw, the group brings together businesses spanning product development, technology and marketing services for online gaming. It supports a portfolio of companies and brands operating across multiple markets. PIN-UP Global focuses on building advanced technology and products for the gambling sector.