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Incident Manager

3 weeks ago

Jakarta, Indonesia Patrianna Full time

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 Incident Manager (Product Support Lead).

**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**:

- 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)
- 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
- Set up and own Product Support processes, in collaboration with QA leads and Product owners

**Incident Manager 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

**Incident Manager Requirements & Skills**
- 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