Incident Manager
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.
- 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.
- 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)
- 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
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.