Senior Incident Engineer

The Role

We are looking for a talented Senior Incident Engineer for Betsson Georgia brand, who will be involved in different processes and help us deliver the best customer experience in the industry. Here we have fast-paced business environment where you will never be short of new challenges. If you want to use the latest technologies while working in a dynamic, friendly and comfortable atmosphere, Betsson Georgia could be the perfect place for you.

Work Schedule:
2 working days followed by 2 days off, with both day and night shifts.
Each shift includes a 2-hour break.

Shift Hours:

• 09:00 – 21:00
• 15:00 – 03:00
• 21:00 – 09:00

Key responsibilities:

• Effective management of technical disruptions/incidents of the products/systems on the company’s platforms through timely response;
• Identification of the problem and determination of the root causes of detected technical issues;
• Full cycle management of incidents/problems (identification → classification → escalation → resolution → documentation (based on received information - postmortem analysis));
• Use of monitoring tools to detect issues on the company’s platforms;
• Timely and effective written/verbal communication with existing company employees and providers;
• Response to technical changes implemented by the providers/company;
• Constant monitoring of communication channels (JIRA, Slack, MS Teams, Outlook, etc.) to ensure timely responses to requests;
• Providing employees with work programs/accounts/users/access based on corresponding requests;
• Monitoring the status of tasks received via JIRA Ticket by employees in the Technical Services Officer position;
• Managing accounts of existing employees in the company;
• Providing IT support for offline business when necessary;
• Preparing and conducting training/meetings for knowledge sharing;
• Analyzing processes and presenting optimization initiatives;
• Providing recommendations for improving monitoring tools;
• Initiating improvements of documentation and the knowledge base, and implementing the agreed plan.

Candidate wish list: 

• Bachelor’s degree in Information Technology or a related field;
• 2+ years of work experience in an Incident Management Engineer role or a similar position;
• Experience working in English;
• Knowledge of ITIL fundamentals;
• Understanding of HTTP status code categories;
• Experience in incident management (incident lifecycle);
• Strong verbal and written communication skills;
• Basic knowledge of networking, including TCP/IP, DNS, VPN;
• Experience working with monitoring systems (analyzing network traffic and system logs, identifying anomalies and outages);
• Experience creating accounts in Active Directory;
• Experience managing accounts in Microsoft 365 Admin Center;
• A high sense of responsibility;
• Ability to diagnose problems and prioritize issues;
• Ability to make independent decisions and solve problems.

We offer

We offer working in fast growing business with professional management teams and value driven challenging and development oriented organizational culture. Here we have non-formal, creative and comfortable environment. If you enjoy diversity and fast pace then you are right person for this position and in this case there is the right environment provided for you to fulfill your potential.

Since we will be interviewing candidates continuously send your application as soon as possible to be included in the recruitment process.