Incident Management Team Lead

Description

If you are a responsible, proactive, and detail-oriented professional with a strong sense of ownership and a desire to work in a dynamic environment, this role is for you.

In this position, you will lead the Incident Management team — the product-attached Incident Managers who own incident lifecycle from escalation through service restoration across Digitain's sportsbook, casino, and other products. The role drives time-to-restoration, cross-functional coordination during disruptions, structured handoff to Problem Management for root cause work, and clear communication to internal stakeholders and operator clients throughout the incident lifecycle. Acts as the senior escalation point for major incidents and partners closely with Incident Response, Problem Management, Product, and Engineering to protect service availability in a 24/7 high-traffic environment.

Responsibilities 

• Own the end-to-end Incident Management process across all severities, ensuring alignment with ITIL practices, SLAs, and OLAs

• Act as the senior escalation point for major and business-critical incidents, leading coordination, decision-making, and service restoration under pressure

• Drive cross-functional collaboration with Incident Response, Engineering, Product, Infrastructure, and Business teams to minimize time-to-restoration and business impact

• Ensure structured handoff to Problem Management for post-incident RCA, corrective actions, and recurring-issue remediation

• Lead clear, timely, and audience-appropriate communication throughout incidents, including executive updates and operator-client notifications

• Define, monitor, and report on Incident Management KPIs, SLAs, and team performance; present service performance reviews and improvement recommendations to leadership

• Lead, coach, and develop the team — recruitment, onboarding, performance evaluation, succession planning, and individual goal setting aligned with departmental priorities

• Plan workload, resource allocation, and on-call coverage to ensure incident management capacity during peak loads (match days, major releases, traffic spikes)

• Drive continuous improvement, standardization, and automation of Incident Management processes, playbooks, and tooling

• Maintain accurate Incident Management documentation, playbooks, and knowledge base content; ensure runbooks reflect current product and infrastructure reality

• Support audit, compliance, and governance activities related to incident processes

Requirements

• Bachelor's degree in Business Administration, Management, Information Technology, Computer Science, or related field

• Minimum 5 years of experience in Incident Management, Service Management, or IT Operations, including at least 2 years in a leadership role

• Strong knowledge of ITIL Incident Management processes; ITIL Foundation certification is an advantage

• Proven experience leading incident response and coordinating cross-functional teams during service disruptions in a 24/7 environment

• Experience in iGaming, fintech, telecom, or other high-availability B2B platforms is a strong advantage

• Hands-on experience with ITSM platforms such as Jira Service Management

• Strong analytical, decision-making, and stakeholder management skills, including comfort communicating with senior leadership and external clients during high-pressure situations

• Proven leadership, coaching, and team development capabilities

• Excellent command of Armenian and English; Russian is an advantage
• Proficiency in Microsoft Office and AI-powered productivity tools