Incident Management Specialist

Description

Incident Management is meant to reinstate normal service operations as fast as possible and mitigate the negative impact on business operations, thus making sure that the agreed levels of service quality are maintained. The goal is to effectively manage the lifecycle of all incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place.

Now we welcome an Incident Management Specialist to join our bright team of devoted and creative Digitainers. If you are enthusiastic to improve knowledge on gaming industry, come up with innovative ideas and obtain new skills for a lifetime, then, you might be the person we are looking for.

The job is shift based and includes morning, afternoon, evening and night shifts.
 

Responsibilities

• Receive and process incident tickets and service requests from company staff and worldwide partners
• As receiving the Incident ticket and service request implement initial Review, criteria-based edition, issue reproduction, priority definition, first level troubleshooting and bug checking, afterwards, support with all necessary tools and credentials, assign the ticket to the responsible team/department
• Keep tense contact with the responsible teams/specialists, require updates regarding the Incident resolution process, based on procedures follow Service and operation level agreements
• Keep the contact with front line, management, partners all around the world organizing multilingual notification (English, Russian) process regarding incident tickets and service requests resolution process
• Handle full information transfer regarding maintenance works by company providers, deliver corresponding information to the management and partners
• Prepare daily/weekly/monthly reports as requested, analyze and organize presentations for separate departments, management based on specific requirements
• Keep up to date with all company products and maintain high level of knowledge about in-house software, procedures, instantly upgrade the skills regarding the changes in products and services
• Undertake Service Desk, Change management and Release management limited responsibilities in non-working hours
• Promote teamwork and knowledge sharing, be actively engaged in Knowledge base creation process, continuous update and sharing with team members and company staff
•  Other duties as assigned by the immediate supervisor

Requirements

• Undergraduate Degree in IT / Management will be a plus
• Ability to competently keep verbal and written communication in Armenian, English and Russian with partners / other personnel
• Good knowledge of MS Office
• Experience in the iGaming industry is a plus
• Knowledge of Atlassian Jira or other similar software will be considered as a plus
• Ability to work with shifts is a must
• Reporting and analytical skills
• Hardworking, initiative and flexible personality with the ability to prioritize and multi-task