Senior Service Manager

Senior Service Manager

Multiple locations
  • Belarus/Minsk
  • Georgia
  • Poland/Poznan

Full-time

SOFTSWISS is a tech company focused on iGaming. We offer ultra-powerful, widely acclaimed, certified software solutions for managing online casino and betting operations worldwide. We also provide our clients cost-effective White Label solutions and various operational services. SOFTSWISS is based in Belarus, Poland, Malta, and Georgia, where it counts 1400+ people, with an official presence and gaming licenses in several more jurisdictions. Online casinos powered by SOFTSWISS’s platform have received numerous awards and accolades from the industry media. Our products include the Online Casino Platform, Game Aggregator, Sports Betting Platform, Affiliate Marketing Platform, and various casino games under the BGaming brand.

Role overview

The ability for SOFTSWISS to continue to operate a fast and effective service is underpinned by the scale and performance of our technology. Reporting to the Deputy CTO, we are looking for an experienced Incident Manager to join our evolving tech department. In this role, you will have the opportunity to build the service management team from scratch, define the processes and collaborate across all SOFTSWISS technology teams and businesses. To be successful in the role and thrive at SOFTSWISS, you must display pragmatism and situational awareness, adopt an iterative approach to products and the organisation, possess an ability to deal with an unstructured and ambiguous environment, and simply be someone who gets things done.

Key Responsibilities:

  • Build and implement an incident and change management framework based on ITIL processes.
  • Oversee the incident and change management processes and a team of specialists responsible for the uptime of production platforms.
  • Conduct periodic reviews on problem backlog, SLAs, and other related KPIs.
  • Respond to reported service incidents, identify the cause, and initiate the incident management process.
  • Assess and prioritise incidents according to severity and customer impact.
  • Produce and maintain documentation that outlines incident management procedures such as incident handling, RCA, post-mortems, and incident reporting.
  • Build a reporting framework to create awareness and aid continuous improvement.
  • Collaborate with all teams to ensure processes are continually improved to retain effectiveness.
  • Communicate and align with partners and vendors.

Key Requirements:

  • Must have a proven track record in IT Service Management.
  • Excellent managerial skills and ability to collaborate with tech and business.
  • Strong stakeholder management and an ability to influence and persuade others.
  • Strong problem-solving, analytical, and time management skills.
  • Ability to analyse a high volume of technical data and work in a fast-paced environment.
  • Significant change and release management experience in an agile SDLC environment.
  • Understanding of continuous delivery and deployment systems.
  • Understanding of web technologies, database-driven applications, APIs, messaging and scripting.
  • Understanding of systems such as Zabbix, Sentry, Data Dog, Kibana, Prometheus, Grafana, Jira and Confluence.
  • Excellent interpersonal and customer service skills.
  • Excellent written and verbal communication skills.
  • Experience in iGaming or eCommerce would be considered an asset.

Work Conditions:

  • Work in an international IT product company with offices in 4 countries
  • Remote full-time work or work from a comfortable office. It doesn’t matter where you work from, what matters is the result
  • Flexible schedule. It is enough to coordinate time zones and have intersections of working hours with the team
  • Paid 4 Sick Days and 1 Day Off per calendar year
  • Sports program compensation
  • Free online English lessons with a native speaker
  • Large payments under the referral program, in which the bonus is received by both the employee who recommends and the candidate who accepts the offer
  • Training, internal workshops, participation in international professional conferences and corporate events
  • A wide relocation program for both employees and newcomers

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