Incident Manager (Product Support Lead)

Ignite your career by spearheading the delivery of exciting programs and projects within a dynamic, innovative and fast-growing gaming company!

Join Patrianna, who are headquartered in Gibraltar and impacting global markets including the US, in their acceleration through the social gaming landscape by joining their team as a visionary Programme Manager.

About Us: At Patrianna, we thrive on speed and bold ideas! We're on the hunt for exceptional talent—innovators and go-getters ready to elevate our business to new heights. We're passionate about creating exceptional gaming experiences for millions of players around the world, operating at the intersection of technology and entertainment, our aim is to deliver innovative solutions to enhance user experiences in social gaming.

We’re looking for someone who will:

1. Build monitoring capability and own monitoring processes across the organisation

• Technology: availability and uptime of all key technical components (infrastructure, server, network, microservices)

• Business KPI monitoring (website traffic, active users, logins, gameplay)
  
  2. Set-up and own Incident Management process

• Recording and triage of incidents

• Managing incidents until resolution, coordination and communication, resource allocation, overseeing team members involved in resolving incidents

• RCA process
  
  3. Set up and own Product Support processes, in collaboration with QA leads and Product owners

About The Role: Patrianna are seeking an experienced and highly efficient Incident Manager (Product Support Lead), to build monitoring capability and own monitoring processes across the organisation. You'll harness technology from infrastructure, server, network, and microservices in order to set up and own both incident management processes and product support processes in collaboration with talented QA Leads and Product Owners.

Key Responsibilities:

• Identifying and resolving incidents in a timely manner, overseeing the incident management process and team members involved in resolving the incident
• Keeping relevant parties updated on the status of incidents
• Developing and implementing processes and procedures for incident management, incl. a system to priortise IT Incidents based on their impact on the business and the criticality of affected systems
• Escalating incidents as needed
• Reporting on incidents and trends
• Developing and maintaining incident response plans and procedures that involve identifying potential risks and mitigation strategies
• Developing and maintaining systems and processes for the early detection of incidents
• Ensuring communication plans are in place and ready for activation to communicate with stakeholders, including senior management, affected users, and IT staff, i.e. updates on incident status and resolution progress
• Maintaining detailed records of incidents, their causes, and resolutions for post incident analysis and improvements. Report finding to senior management for risk analysis
• Conducting post-incident reviews to analyse what happened, why it happened, and how similar incidents can be prevented in the future
• Update the knowledge base and documentation to facilitate quicker resolution of similar incidents in the future

Key Requirements:

• At least 5 years experience working in IT service management, or a similar role, ideally in iGaming
• Strong knowledge of IT service management practices such as ITIL
• Strong analytical and problem-solving skillsExcellent communication and interpersonal skills
• Ability to work well under pressure and meet deadlines
• Strong organizational and time management skills
• Experience with incident, major incident and problem management processes and procedures
• Experience leading and managing teams
• Technical knowledge and experience, experience working with IT systems and software

Benefits:

• Competitive Compensation: Rewarding salary reflective of skills and potential.
• Generous Time Off: 25 days annual leave plus bank holidays.
• Community Engagement: Participate in regular team events and bi-annual global gatherings that foster camaraderie and connection.
• Career Growth: As we expand, so do the opportunities for our team members to grow and make a significant impact.

Are you ready to drive the delivery of game changing programmes and initiatives on a global scale?
Apply today and join us in shaping an exciting future in the world of social gaming!