Incident Manager @Patrianna

[Hiring] Incident Manager @Patrianna

Apr 04, 2025 - Patrianna is hiring a remote Incident Manager. 💸 Salary: unspecified. 📍Location: Malta.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

Join Patrianna as an Incident Manager (Product Support Lead) and impact global markets, including the US, through the social gaming landscape.

Build monitoring capability and own monitoring processes across the organisation
Monitor technology availability and uptime of all key technical components (infrastructure, server, network, microservices)
Monitor business KPIs (website traffic, active users, logins, gameplay)
Set up and own the Incident Management process
Record and triage incidents
Manage incidents until resolution, including coordination and communication, resource allocation, and overseeing team members involved in resolving incidents
Set up and own the RCA process
Set up and own Product Support processes in collaboration with QA leads and Product owners

Qualifications

At least 5 years experience working in IT service management or a similar role, ideally in iGaming
Strong knowledge of IT service management practices such as ITIL
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work well under pressure and meet deadlines
Strong organizational and time management skills
Experience with incident, major incident, and problem management processes and procedures
Experience leading and managing teams
Technical knowledge and experience working with IT systems and software

Requirements

Identifying and resolving incidents in a timely manner
Overseeing the incident management process and team members involved in resolving incidents
Keeping relevant parties updated on the status of incidents
Developing and implementing processes and procedures for incident management
Escalating incidents as needed
Reporting on incidents and trends
Developing and maintaining incident response plans and procedures
Ensuring communication plans are in place for stakeholders
Maintaining detailed records of incidents for post-incident analysis
Conducting post-incident reviews
Updating the knowledge base and documentation for quicker resolution of similar incidents

Benefits

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Before You Apply

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📍	Be aware of the location restriction for this remote position: Malta
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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Incident Manager @Patrianna

All others

Salary 💸 unspecified	Remote Location Malta
Job Type full-time	Posted Apr 04, 2025

️

📍	Be aware of the location restriction for this remote position: Malta
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.