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Incident and Problem Manager

Play’n GO is a leading provider within the iGaming industry with a passion to deliver cutting edge products, both technically and creatively. Together with our partners,we have successfully expanded our business worldwide, regularly excelling our growth targets.

We are looking for an Incident  and Problem Manager to our office in Växjö. You will be responsible for managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations. 

Responsibilities:

  • Managing the process of handling longer-term issues with the objective on ensuring sustainable solutions are implemented. 
  • Ensuring that incoming incidents are prioritized and handled efficiently and correctly according to our processes.
  • Pushing for resolution, Business Impact Analysis and ensuring communication during the incident process so that all stakeholders are properly informed.
  • Responsible for planning and coordinating all the activities required to resolve, monitor, report and close incidents.
  • Virtual Team lead over the Incident Task Force.
  • You will be the owner and responsible for the effective implementation of the processes "Incident Management" and "Problem Management". 
  • Represent the first stage of escalation for Incidents.
  • Monitor the incidents to ensure that the Service Level Agreement are respected.
  • Ensure communication of resolved incidents and end-user confirmed Incident tickets.
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
  • Determines if an incident needs to be escalated according to priority and severity of the issue.
  • Identify potential problems and/or increasing trend of repetitive Incidents.
  • Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally.
  • Fully implement our Incident Management Procedure and supporting/related processes (security incident process, hotfix process etc).
  • Adapt our ticketing system to fit our procedures and work processes.
  • Ensure we have clear and well-defined processes, responsibilities, transparency and visibility within this team and towards auxiliary units (TechCompliance, Security, Compliance/Legal, Business & Finance).

Key qualifications:

  • Bachelor's degree in Computer Science or related degree preferred, or a combination of education, training and work experience. 
  • 5+ years of experience in Service Management/Operations or 2+ years’ experience in an incident management role.
  • ITIL Foundation V3 or equivalent.
  • Experience working with managed service providers.
  • Experience in working with and delivering 24/7/365 managed services, preferably on a global scale.
  • Experience in leading and coordinating incident teams.
  • Experience in the online gambling sector is a +.

Personal skills, behaviour:

  • Possess excellent verbal and written communication skills.
  • Great communication and eagerness to continue learning.
  • Never let go & always improving kind of mentality.

We are looking for team players that thrive in a dynamic environment. Moreover we believe you are an enthusiastic, humble and sociable person who will contribute to maintain the positive and stimulating atmosphere that characterizes Play‘n GO. We are offering you a challenging opportunity where you can develop both personally as well as professionally. Applications should be sent through our career site https://talenthub.playngo.com/.Note that the position will be filled as soon as we find the right candidate.

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Växjö, Sweden

ICON Vaxjo
352 46 Växjö Directions info@playngo.com

What You Get

You’ll be working in a company that believes in the importance of being comfortable and enjoying the company around them. As well as finding yourself a fulfilling role you’ll also have access to:

Office perks
Great benefit
Social activities
Excellent work-life balance
Amazing office environments
A relaxed and fluid way of working
Personal development programme

Here at Play’n GO we live by the mantra We Are Game…are you?

 

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Who We Want

Everybody is looking for the best and the brightest, but that’s not the only thing we’re about here at Play’n GO. We’re looking for enthusiastic, hardworking people dedicated to reaching new heights and pushing themselves to the next level.

Just as important, we’re looking for the right people to fit into our family here. We want fun-loving, energetic individuals who want to work in an exciting, active environment surrounded by like-minded people.

Sound like you? Of course, it does! Check out our vacancies and find your perfect position today!

 

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Already working at Play'n GO?

Let’s recruit together and find your next colleague.

email
@playngo.com