Incident Manager

Company intro:

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 200 customers worldwide.

But that's not all! We're not just about numbers, we're about people. With a team of over 1000 passionate individuals spread across twelve countries in Europe, Asia, and the US, we're all united by our love for innovation and teamwork.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

We are looking for a passionate and dedicated Incident Manager to join our team in Bucharest!

What you'll get to do:

• Receive all incidents reported by the Account Managers, Liaison Managers and Support teams;
• Register and prioritize all incidents according to internal procedures;
• Submit every incident to the appropriate team (the team with the capacity to solve the incident);
• Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
• Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
• Follow up on each incident to make sure it is solved correctly and in a timely manner;
• After the incident is reported as solved, test (where possible) to confirm;
• Inform the teams that reported the incident that it was solved;
• Handles reports, JIRA updates and any other related task.

What You need to know:

• Proven experience (minimum 2 years) in IT incident management, preferably in a complex, high-availability environment.
• Strong understanding of ITIL framework and best practices for incident management.
• Experience with incident management tools and systems (e.g., JIRA Service Management, ServiceNow).
• Excellent analytical and problem-solving skills, with the ability to quickly assess and resolve incidents.
• Strong communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders.
• Ability to work under pressure and manage multiple incidents concurrently.
• Experience in root cause analysis methodologies.
• Knowledge of IT infrastructure components and technologies.
• Experience with monitoring and alerting systems.
• A proactive and customer-focused approach to incident management.
• ITIL certification is a plus.
• Technical University/Computer Science or a related field.

Here's what we offer:

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
• Stay Healthy: 10 sick leave days per year, no doctor's note required.
• Hybrid work schedule: 60% work from the office and 40% work from home per quarter (during your first 3 months, you'll be in the office full-time)
• Support for New Parents:
• 21 weeks of paid maternity leave, with the flexibility to work from home full-time until your child turns 1 year old.
• 4 weeks of paternity leave, plus the flexibility to work from home full-time until your child is 13 weeks old.
• Our office perks include parking, on-site massages, and frequent team-building activities in various locations. And did we mention our amazing office space complete with its own pool and gym?

Benefits & Perks:

• Daily catered lunch or monthly lunch allowance.
• Private Medical Subscription.
• Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference!

EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions.