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.

About the role:

We are looking for a new Incident Manager - Tech Support, with a real passion for technology and problem solving, and with the gift of bringing order to chaos, to join our Incidents & Problems Team in Bucharest!

Responsibilities:

• 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.

Requirements:

• 2 years’ experience in an IT company (in a similar position or technical customer support);
• Nice to have: project management skills;
• Nice to have: ITIL knowledge;
• Experience in working with JIRA and MSOffice;
• Excellent Project Management skills;
• Good knowledge of Agile methods;
• Be able to quickly and clearly understand the business strategy to ensure the decisions are aligned accordingly;
• Time management skills & workflow management skills are mandatory;
• Ability to work with cross-functional teams;
• Ability to get things done under pressure;
• Excellent negotiation and communication skills;
• Upper-intermediate or advanced level of English;
• Availability to be on call for extended hours.

Here's what we offer:

• Start with 24 days of annual leave, with 2 additional days added each year, up to 34 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, exceeding the mandatory 18 weeks, with the flexibility to work from home full-time if returning to work before 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.

Benefits & Perks:

• Daily catered lunch or monthly lunch allowance.
• Private Medical Subscription.
• Gym allowance.
• 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.