Incident and Problem Manager

Play’n GO leads the global Gaming Entertainment industry with an unrivaled ability to play nice with others while supplying cutting-edge casino games and bespoke back-office solutions. Thanks to our ever-passionate creative and technical chops, we keep growing. Are you game?

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.


Get in here. We need your mojo, your moxie and your beautiful mind. You were made to make a difference and you can do that here. You will be rewarded with challenges. You will thrive in secret and in collaboration. Together, we will amplify enthusiasm, add skillsets and exceed expectations. And quickly. This industry works fast. Are you game? Tell us about your superpowers. Apply here: (https://career.playngo.com/) Please note that the position will remain open until the right candidate crushes it.