Incident Manager in Voluntari

<p>Ezugi is a live dealer casino platform with multiple subsidiaries in 5 countries, providing real-time services for online gambling operators. The company has been constantly growing for the last 5 years and has subsidiaries in the USA, Costa-Rica, Latvia, Malta, Bulgaria, and Israel. We have a tight Romanian development team and we hope to add a few more talented developers in 2022. Ezugi is a company where teamwork and collaboration are encouraged, excellence and innovation are rewarded, and has built a reputation as a top employer for the Romanian development market.</p>About the JobIM will directly report to the Tier2 Team Leader, be part of the vast TechOps department and closely be involved with other relevant stakeholdersIM will cooperate via all existing means of communication we currently have in the company such as: Email, Slack, Skype, Ticketing platforms and so forth, being in contact not only with Ezugi employees but everyone that is involved in the business from operators to customers to 3rd party contractorsManage the lifecycle of all unplanned interruptions, malfunctions, issues of any type with impact on operations of Ezugi CompanyFollow all the department’s protocols, document and whenever it’s the case, solve the potential issue that already / will be the subject of happeningFollow-up on previous cases based on a self-managed plan in order not to leave anything without a resolution and proper documentationConducts escalations to service teams, senior management and leaders to ensure appropriate awareness, engagement and focusEscalating based on the magnitude and domain of the problem Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)Must be able to understand the operation from all perspectives, this includes the IT / DEV points of view, Financial / Management aspects and Casino Game logicWith minimal supervision, needs to be able to tackle any type of incident and be able to make out it’s roadmap from documenting to solvingProactively participate in the development of technical / non-technical documentationWork with Upper Management to prioritize the business and informative needsData interpretation, analysis of results and provides reports / clarifying explanations whenever it’s the caseAbout YouAble to form a good working relationship with colleaguesReliable and a good timekeeperAble to work calmly and rise to occasions when work needs to be done urgentlyDiscreet and able to deal with confidential information – THIS IS A MUSTAble to respond flexibly to the demands of working in an online 24/7 environmentWillingness to contribute to extra – curricular activities and social events - DesirableWillingness to learn new skillsTo have initiative and to be able to work under lesser supervision over timeWell organized working style, able to approach work methodically, prioritize and meet deadlines to be able to balance effort and involvement on simultaneous projectsAbility to work under pressure and deal with ambiguous situationsExcellent written and verbal communication both in Romanian and EnglishVery good competency at reading and following both verbally and written instructionsConfident user of MS Office, especially ExcelConfident user of internal Back OfficesMinimal user of a range of hardware and operating systemsBasic knowledge of an IT infrastructureProblem solving person and strong analytical skillsApproachable and flexible when dealing with internal partiesA passion for technology and a desire to learn new conceptsLead and/or participates in Post Incident reviews and problem solving meetings with key stakeholders and service owners to review events and opportunities for ongoing improvementDesirable experience:Relevant experience in a documentation process of a tech / non-tech incidentsExperience of working within the Ezugi Company