Job Description

Company Description

SG Digital leads the industry in providing online gaming and iLottery technology solutions, which enable the world’s largest gambling companies to provide games to their players. The role will focus on the online Casino business, which offers a platform of 2.5K+ Table and Slot machines to 180 Operators Globally. 

SG Digital is a combination of several, young, former start-up business and entrepreneurialism continues to be at the heart of the business. Employees are given ownership of their own areas of responsibility and encouraged to think big, challenge the norm and drive continuous positive change. The culture is perfect for candidates wanting independence and the ability to make an impact.

 

Job Description

You will join the global Major Incident Management team and will own Incidents assigned to you ensuring we are meeting SLAs set for resolution times and communications. You will co-ordinate technical teams to ensure the fastest resolution of an incident following our Incident Manage Procedure. 

The Incident Managers provide 24/7 support through a follow the sun office setup with offices in  Montreal, London, Gibraltar and Bangalore. Some on-call and shift work is required. This is backed up by a Manager-On-Duty roster for out of hours support to provide 24/7 support for our global customer base.  

You will have an aptitude for troubleshooting and solving problems, whilst working well under pressure. 

Incident Management and Problem Management are part of the one team, working closely together to improve the services and products SG Digital provides and follow ITIL processes. 

Qualifications

  • The Major Incident Manager is not expected to be a technical expert or resolve the incident himself - although a broad technical and industry understanding is useful. System Administration, Technical Project/Program Management experience, IT Operations or Technical Support experience is beneficial.
  • IT Service Management experience, ideally as a certified Incident Manager
  • Strong knowledge of ITIL processes
  • Broad experience of IT infrastructure and applications
  • Experience working with Change Management, Incident Management and Problem Management, ideally in a regulated environment
  • Commercial experience, with an understanding of SLAs and contractual obligations
  • Excellent communication skills both verbally and written
  • Experienced with Jira

Additional Information

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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