Incident Manager

Product Management Sliema, Malta


Description

Position at LeoVegas Mobile Gaming Group

LeoVegas’ passion is “King of Casino”. LeoVegas is Sweden’s premier GameTech company and is at the forefront of using state-of-the-art technology for mobile gaming.

A large part of this success can be credited to an extreme product and technology focus coupled with effective and data-driven marketing. Technology development is conducted in Sweden, while operations are based in Malta.

LeoVegas offers casino, live casino and sports betting. We operate global and scalable brands including LeoVegas & Royal Panda, as well as several UK facing brands such as Pink Casino & Bet UK.

The company’s shares are listed on Nasdaq Stockholm. For more information, please visit www.leovegasgroup.com


What will you be doing:
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Acting as an escalation path for major and critical incidents, directing and coordinating the process including resolver teams both internally and externally ensuring service is restored urgently.
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Identify, initiate, schedule and conduct incident reviews
- Ensure the closure of all resolved and end-user confirmed Incident records
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- Process Design
- Process Improvement
- Plan & document follow up activities relating to major incidents
What skills/qualifications you should have:
  • Ideally qualified to ITIL Foundation level or above.
  • Able to manage multiple issues simultaneously.
  • Experience of dealing with complex operational IT issues.
  • Experience managing major incidents/P1 situations.
  • An understanding and experience of interacting with other ITIL processes such as Change and Problem Management.
  • Managing the production of statistics and reports, reflecting the performance of an operational service.
  • Evidence of working in high-pressured projects to tight timescales.
  • Strong experience or knowledge of IT environments.

Additionally...

- Process oriented and focused on operations.
- Is self-driven and can work on their own initiative.
- Excellent relationship management and influencing skills.
- Able to quickly establish credibility with colleagues and senior management.
- Resilient and able to assimilate views and information quickly for decision making purposes.
- Able to act as a bridge between teams, both technical and non-technical.


Our Culture:

At LeoVegas Mobile Gaming Group we firmly believe that our diversity is what makes us unique and that everyone and anyone is welcome to enjoy the ride - regardless of age, gender, disability, race, national or ethnic origin, religion, language, marital or civil partnership status, political beliefs and sexual orientation.
We are highly committed to uphold a high level of diversity and inclusion throughout our entire group. Being a global company with a widely diverse customer base makes it essential for our workforce to be a reflection of this.
By doing so, we believe we will achieve the best possible customer experience and create better value to our shareholders by doing so.

Working Hours:

Office hours from 9:00 to 18:00. We have a hybrid working policy during Covid-19 times, with an opportunity to work several days from home.

What we offer:

- Competitive salary
- Well-being allowance to support your active lifestyle.
- Private health insurance to keep our Team Leo healthy and happy.
- Personal development plan to help you reach your goals and ambitions.
- Monthly lunch allowance to feed our hungry lions (sorry diets! We're feeders).
- Employee assistance program to help and guide you in challenging moments.
- Roaring discounts all over Malta island for you to explore.
- Team activities and events to have some well deserved break and a bit of fun!
- If you are not based in Malta we will also provide you with a relocation package, which includes 3-week accommodation and flight.
And much more!