Problem Manager (Gaming Technology)

Location: Sofia, Bulgaria; hybrid workplace

Company

hirify.global Interactive develops gaming content and technology and operates a Business Support division.

What you will do

• Investigate resolved incidents, identify root causes and contributing factors, and detect recurring incidents or potential problems.
• Assess the impact of incidents on business operations and user experience.
• Manage the complete problem lifecycle from identification through resolution.
• Maintain the Known Error Database (KEDB) with known issues and resolutions.
• Work with relevant teams to implement preventive measures and improve system reliability.
• Prepare accurate incident reports and communicate findings to technical and non-technical internal groups and external clients.

Requirements

• Bachelor’s degree or equivalent experience in Computer Science, Information Technology, or a related field.
• At least 3 years of experience as a Problem Manager or in a similar Senior Service Operations or Technical Support Engineer role.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Excellent written and verbal communication skills, including the ability to explain complex technical ideas to non-technical audiences.
• Experience composing comprehensive incident reports and root cause analysis reports.
• Good understanding of infrastructure architecture and how its components work together.
• Understanding of daily Technical Operations activities, including IT and DevOps work and their effect on system stability.
• Experience with monitoring tools such as Datadog, Coralogix, or Elastic, and with ITSM tools such as Jira Service Management.
• Ability to collaborate and interact effectively with different partners.

Nice to have

• Certification in ITIL, problem management, or a related area.
• Datadog and Jira Service Management experience are preferred among the listed monitoring and ITSM tools.

Culture & Benefits

• Full-time hybrid work in Sofia, Bulgaria.
• Fixed-term one-year contract covering parental leave.
• Potential eligibility for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits, depending on role and location.
• Compensation is determined based on skills, experience, qualifications, and location and is discussed during recruitment.