Incident Manager

About us:

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.

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.

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 (with QA or technical support experience) to join our team in Lviv!

What You'll get to do:

•  Incidents categorization and prioritization based on their impact on the business and the criticality of affected systems.
• Incident reproducing and finding the root cause, providing updates on incident status and resolution progress. 
• Communication with reporter for deeper issue analysis, giving explanation about product features. 
• Collaborate with QA team, developers and product managers to understand product expected behavior. 
• Monitoring systems and processes for the early detection of incidents.
• Update the knowledge base and documentation to facilitate quicker resolution of similar incidents in the future. 
• Adjusting and improving the incident management process as required to ensure its effectiveness.
   
  What You need to know:

• Relevant experience on position of Incident Manager, Support specialist or a similar role. 
• Knowledge of SDLC and potential difficulties of software operations. 
• Proficiency in using Jira for defect tracking and issue resolution. 
• Excellent analytical, problem-solving, and decision-making skills. 
• Strong communication and interpersonal skills, with the ability to work effectively with team members at all levels. 
• Strong organizational and time-management skills, with the ability to prioritize tasks and meet deadlines. 
• A proactive and results-driven approach, with a commitment to continuous improvement.
• Knowledge of IT service management software including ITIL would be a plus.
• Experience with SQL, Apache Kafka, Big data flows would be a plus. 
• Experience working with IT monitoring and alerting systems and software such as Grafana would be a plus.
  

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; 30 medical leave days with medical allowance

• 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 on-site massages and frequent team-building activities in various locations.

Benefits & Perks:

• Daily catered lunch or monthly lunch allowance. 

• Private Medical Subscription. 

• Access online learning platforms like Udemy for Business, LinkedIn Learning or O’Reilly, and a budget for external training.

• Gym allowance

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!