- Investigate and analyze resolved incidents to determine the underlying root cause and contributing factors.
- Identify recurring incidents and potential problems to prevent future occurrences.
- Perform thorough impact analysis to assess the consequences of incidents on business operations and user experience.
- Manage the entire lifecycle of problems, from identification to resolution.
- Maintain a Known Error Database (KEDB) to capture and manage information about known issues and their resolutions.
- Work closely with various teams to implement preventive measures and improve overall system reliability.
- Craft detailed and comprehensive Incident Report documents.
- Ensure documentation is accurate, clear, and suitable for various stakeholders, including technical and non-technical audiences.
- Utilize strong verbal communication skills to present incident reports and findings to both internal teams and external customers.
- Bachelor's degree in Computer Science, Information Technology, or related field. - mandatory
- Proven experience (3 years+) as a problem manager or related role (Senior Service Ops/ Tech Support engineer) - mandatory
- Strong analytical and problem-solving skills with an emphasis on attention to detail - mandatory
- Excellent written and verbal communication skills, with the ability to communicate complex technical concepts to a non-technical audience. - mandatory
- Experience in writing detailed incident report documents and root cause analysis reports. - mandatory
- A strong understanding of how infrastructure is set up and how its parts work together seamlessly. - mandatory
- A robust comprehension of the daily operations within the Technical Operations department, mainly performed by IT and DevOps, with a keen awareness of how these activities can influence system stability. - mandatory
- Proven experience with the Observability tools (Datadog & Coralogix preferred, Elastic, Splunk, etc.). - mandatory
- Ability to work collaboratively in a team environment and interact effectively with diverse stakeholders. - mandatory
- Proven experience with the ITSM tool (Jira Service Management preferred). - advantage
- Certification in ITIL, problem management, or related areas - advantage
Problem Manager - Kraków, Polska - NeoGames
Opis
We are NeoGames (Nasdaq: NGMS), a global leader of iLottery solutions and services to national and state-regulated lotteries.
We are part of the NeoGames Group, an iGaming powerhouse with 1100 employees spread across 8 countries.
At NeoGames, we pride ourselves on our "People first" culture. Not only has it been a core value in our organization for as long as we can remember but it also runs in our DNA and is felt in every aspect of our operations.
We seek a highly skilled and detail-oriented Problem Manager to join our dynamic team. The ideal candidate will have a strong background as a Problem Manager or related role (Senior Service Ops/ Tech Support engineer) with a proven track record of writing detailed and well-crafted incident report documents. In this role, you will be responsible for end-to-end ownership of NG postmortem/IR processes, managing the lifecycle of all problems, identifying underlying causes of incidents, and preventing recurrences.
Responsibilities: