LeoVegas Group Careers

ABOUT THE ROLE

Join the team at LeoVegas as an Incident Management Specialist! In this role, you'll be at the heart of ensuring smooth operations by triaging, investigating, and resolving technical incidents while driving process improvements. If you have a keen eye for detail, strong problem-solving skills, and a passion for delivering excellent service, we’d love to hear from you!

YOU WILL BE RESPONSIBLE FOR:

●        Incident Triage and Prioritization: Monitoring, categorizing, and prioritizing incoming incidents via various channels (e.g., helpdesk, email, phone) and ensuring that incidents are logged accurately in the incident management system.

●        Investigation and Diagnosis: Analyzing incidents to determine the root cause and identifying potential solutions, while collaborating with technical teams to facilitate the investigation and diagnosis of complex incidents.

●        Resolution and Recovery: Coordinating with relevant teams to ensure prompt resolution and recovery of incidents, while communicating updates and status changes to stakeholders and end-users throughout the incident lifecycle.

●        Documentation and Reporting: Maintaining comprehensive incident records, including details of incidents, resolutions, and root cause analysis, and generating reports and metrics to track incident trends, performance, and areas for improvement.

●        Process Improvement: Identifying opportunities for improving incident management processes and procedures, and recommending changes to enhance efficiency, effectiveness, and user satisfaction.

●        Training and Support: Providing training and support to end-users and new team members on the incident management process, tools, and best practices.

●        Compliance and Governance: Ensuring that incident management processes adhere to organizational standards, policies, and relevant regulatory requirements.

●        Collaboration and Communication: Working collaboratively with IT teams, service delivery teams, and business units to ensure a cohesive approach to incident management, and fostering effective communication to keep all stakeholders informed.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:

●        Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

●        2+ years of experience in incident management, IT support, or a related field.

●        Familiarity with ITIL (Information Technology Infrastructure Library) practices is highly desirable.

●        Strong analytical and problem-solving skills with attention to detail.

●        Excellent verbal and written communication skills.

●        Ability to work effectively in a team-oriented, collaborative environment.

●        Proficiency in incident management tools and ticketing systems.

●        Strong organizational skills and ability to manage multiple priorities.

●        Customer Focus: Commitment to providing high-quality service and support to stakeholders.

●        Adaptability: Ability to adapt to changing priorities and remain calm under pressure.

●        Critical Thinking: Aptitude for analyzing situations, identifying problems, and developing strategic solutions.

WHO WE ARE

At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices worldwide.

 

BENEFITS

●        Hybrid work policy

●        4 weeks of Workation (T&C apply)

●        Well-being allowance to support your active lifestyle

●        Private health insurance

●        Discounts across a range of retailers, gyms, bars & restaurants

●        We offer an employee assistance program that can provide help and guidance during challenging moments.

●        For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

Would you be a good fit for the Leo Pride - give us a roar!

**As our company working language is English, we’d like to see your CV in English, please**