Incident & Problem Manager

Job description

Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily. Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software. With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels. Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives. Incident & Problem Manager role sits within the Service Management Office in a team that supports core service management functions Change, Problem and Incidents. SMO team is accountable within Rank for the level and quality of the holistic service delivery and performance. The candidate will be expected to have deep knowledge of delivering IT services with-in the ITIL v4 framework and have previous experience of managing IT Major Incidents Key Responsibilities • Management and ownership of all Incident and Problem Management processes including a 'P1' &’P2’ Major Incident process. • Lead Major incident resolution through-out the incident life cycle, coordinating activities of resolver teams including third-party suppliers. • Provide communication to business and IT through the MIM process, during the major incident life cycle, until resolution. • Ensure that progress on incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity. • Act as escalation path for major incidents to ensure service is restored urgently. • Monitor and in some circumstances manage potential service disrupting Incidents at P3 level • Collaborate with other Operational Management teams to ensure that events, alerts and changes are defined & understood to enable faster response to incidents • Build a knowledge base and recovery plan to constantly drive forward improvement. • Conduct regular review of major incident management process and drive improvement to the process, tools, templates, documents and reports • Production and management of all IT Problem Records, ensure agreed dates and timescales are met and any issues escalated. • Trend Analysis; ensure that full investigation of issues occurring weekly/monthly with Root Cause and Plans to prevent re-occurrence. • Weekly Reporting: ensure that all reports are sent in time to stakeholders and teams on their current progress and identify possible escalations beforehand. • Present the Weekly Service Review to Head of SMO and Tech Service Review to Tech Managers Qualifications • Experience of leading and managing Major incidents. • Excellent understanding of ITIL • Have a flexible and 'can do' attitude and a strong sense of initiative with the ability to learn fast and deal calmly with situations under pressure. • Be able to communicate clearly, both written and verbal, to technical teams, Business users and 3rd party support teams, tailoring your communication based on your audience. • Ability to organize and chair Major Incident resolution discussion. • Be able to listen to and to question colleagues and influence where required. • Have strong organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritisation based on impact to the business. • Familiar with ITSM tool (Preferably ServiceNow) • Ability to work within a team Personal Qualities • Demonstrates sense of passion and pride about own work. Positive attitude and adapts well to change. Inspires passion and excitement around shared goals, promoting environment of achievement. • Ability to develop and deliver clear, concise communication and communicate highly complex technical information clearly and articulately. • Ability to identify, influence and work collaboratively with internal Stakeholders and key external service providers. • Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs. • Confronts and works through tough issues, demonstrating perseverance and a sense of urgency. • Has a passion for technology, keeps up to date of new technology and developments and understands the potential impact and value to the business. • An ability and desire to learn new skills and technologies. • Positive attitude can work with ambiguity and adapts well to change. • Fostering a supportive team atmosphere #Interactive Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself You’ll get a competitive salary combined with some great benefits. Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you. We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us. Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe. From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. *Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location. We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know. #Interactive