Incident Manager (iGaming)

TL;DR

Incident Manager (iGaming): Coordinating the resolution of technical incidents reported by account and support teams with an accent on prioritization, resource negotiation, and timely closure. Focus on applying ITIL best practices, conducting root cause analysis, and ensuring high availability of B2B SaaS gaming platforms.

Location: Bucharest, Romania (Hybrid)

Company

A leading B2B SaaS provider delivering iGaming software, content, and services to 300 customers worldwide.

What you will do

• Register and prioritize incidents reported by Account Managers and Support teams according to internal procedures.
• Coordinate with appropriate technical teams to negotiate the timeframes and resources necessary for resolution.
• Ensure incidents are handled based on urgency and integrated into the appropriate Sprints.
• Follow up on incident progress and verify resolutions through testing before informing stakeholders.
• Manage reports, JIRA updates, and related documentation tasks.

Requirements

• Minimum 2 years of experience in IT incident management, preferably in complex, high-availability environments.
• Strong understanding of the ITIL framework and incident management best practices.
• Experience with tools such as JIRA Service Management or ServiceNow.
• Ability to conduct root cause analysis and manage multiple incidents under pressure.
• Degree in Computer Science, Technical University, or a related field.

Nice to have

• ITIL certification.

Culture & Benefits

• Flexible hybrid work schedule available after the first three months.
• Annual leave starting at 22 days, increasing up to 32 days by the fifth year.
• Two Free Fridays per year (one per quarter).
• Daily catered lunch or monthly lunch allowance.
• Private Medical Subscription and access to learning platforms like Udemy and LinkedIn Learning.
• Office perks including a gym, pool, parking, and on-site massages.