(XJP57) | Incident Manager

(XJP57) | Incident Manager

24 May

24 May



Gamesys Group is one of the world's leading gaming operators, with millions of players and 1500+ employees. We believe passionately in what we do. Quite simply, we craft entertainment with care, building trusted brands and creating great experiences that always put the player first.

Our award-winning ventures – including Virgin, Jackpotjoy, Monopoly, Heart and Vera&John; – are some of the best known in the industry. Join us and you'll be joining a big, international group with some great brands and an exciting future. You'll feel part of one global family, working with smart people, and delivering a great experience for our players. There's one thing we expect from you, over and above everything else. Be yourself.

One of the values in our DNA is 'stay wonderfully weird' – and that applies to all of us.

Gamesys plans to expand into new markets across North America . We are building a new technology team in Toronto to accelerate the development of Gamesys's internal Excite gaming p latform , which will drive our growth across the USA and Canada .

The purpose of the role is t o enhance the existing incident management workflow by automating as much as possible the ticket lifecycle process and introduce new functionality such as automated email/sms notifications. The Incident Manager must have a thorough understanding of ITIL v3 framework and the ability to apply Incident Management best practices to support real-world operations.

Responsibilities :

Develop and document Incident Management policies, process, and procedures that support business requirements.

Verify that NOC correctly identify and classify Incidents to the appropriate severity level and handle according to agreed-upon Incident response procedures.

Monitor notification processes to ensure that designated personnel are notified of all Severity 0, 1 and 2 incidents within agreed timeframes.

Monitor Incident Management processes to ensure that escalated incidents are routed to the appropriate next-level service group thus complying with service level response times.

Monitor resolution of escalated incidents with all Tier 2 and Tier 3 support teams within Gamesys to ensure that incidents are being resolved according to SLAs.

Coordinate major incident closure, initiate a phone conference bridge, and document all actions taken to resolve the incident. Monitor incident resolution progress through to final closure, and record/update incident record status as appropriate.

Monitor and report on Incident Management process to ensure that Incident and Problem Management are working together to determine when problem investigations should be opened to address an incident or series of incidents.

Monitor the ongoing status of an incident and corresponding problem records to ensure that the latter are being addressed and resolved.

Participate in Problem Management review sessions as appropriate.

Stay on top of resolution processes/initiatives and provide timely updates.

Monitor change/release management processes to ensure that all appropriate authorizations have been obtained prior to performing system change activities that might require a planned system outage.

Develop appropriate communications for distribution to third party gaming partners regarding upcoming planned outages.

Perform audits/inspections of the Incident Management records and processes, to verify ongoing compliance, accuracy, completeness, etc.

Analyse incident trends and create reports that depict the outcome of that analysis and recommend corrective actions, as necessary. Incident reports must be dispatched within the timeframe specified in the relevant SLA(s).

Develop and use metrics (Key Performance Indicators) to validate success and identify improvements in problem management methods and procedures.

Drive root cause analysis and corrective action completion to help eliminate disruption of services and consequently improve the day-to-day operations of the organization using validated problem analysis methodology and tracking all elements of the RCA to closure.


Must be well organized with the ability to coordinate and prioritize multiple tasks simultaneously. The ideal candidate must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Be able to interface effectively with individuals at all levels of the organization. He/she must also be able to explain complex technical topics to a non-technical audience as well as communicate with internal and external stakeholders. He/she must maintain a professional, polished demeanor in a fast-paced operational environment.

Bachelor's Degree in engineering, information systems, or related field and minimum of 3 years of support services or project/program experience or equivalent.

Excellent written, verbal communication and presentation skills with great attention to detail.

Attested ability to manage critical, high-severity incidents with a sense of urgency to drive resolution as quickly as possible.

Excellent client handling skills.

Deep understanding of the Incident, Service Request, Problem and Knowledge Management processes.

Familiarity with Linux-based systems is considered an asset.

Ability to work harmoniously in a team environment.

Works well under pressure and possesses the aptitude to quickly understand work processes and flows in various business units.

Positive, self-confident, and able to work on own initiative.

ITIL and JIRA experience

Basic Linux knowledge


Knowledge about containerisation and virtualisation technologies


We believe this process works both ways, so what can we do for you?

We offer some of the most competitive benefits in the market including continued personal growth, career development plans and performance bonus. We also believe in providing an environment where employees can flourish – you'll be working in a very modern work environment – and we will make sure you will also have enough time to unwind with our monthly office events and team-building activities.

T his is Gamesys Group and we're here to make gaming everything it should be. You'll have fun making fun every day, and that's a promise.

The original job offer can be found in Kit Job:

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