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Incident/Problem Manager
4 months ago
Who We Are:
The world's top sports betting and lottery brands choose OpenBet as their partner for world class content, leading tech and tailored service. We have their back, so they’re ready with exciting, memorable and safe sports betting experiences to entertain billions of players worldwide.Endeavor is a global sports and entertainment company, home to many of the world’s most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.OpenBet is looking for an Incident & Problem Manager to support our critical application services and workflows used by clients all over the world and manage their processes, information, and regulatory requirements. They will manage the individual function of a support process and will be the subject expert in the matter.
Work closely with multiple teams with the authority to approve/reject changes to the Product and/or Environments in Production based on existing and approved processes and procedures.
Review and provide reports on incidents and process failure, providing recommendations for improvements, following this through to implementation with the necessary Departments and Teams.
What you will be involved with as an Incident and Problem Manager at OpenBet:
Lead and drive major incidents towards mitigation and resolution. Provide timely and meaningful updates to stakeholders. Lead Post Incident Review and Problem Management meetings with key stakeholders to review events and opportunities for ongoing improvement. Attend CAB meetings and ensure all approved changes are thoroughly vetted. Work within a global shift rotation, covering local daytime hours, including holidays and weekends, on a rotational basis. Create weekly and monthly reports based on client SLAs and KPIs. Support auditing requirements.Qualifications
If you are the right ideal candidate for us, you'll be able to demonstrate:
5+ years of experience in similar roles - e.g., Incident Manager, Problem Manager, etc. Capabilities to identify and analyze problems logically and systematically. Excellent communication skills (written and spoken) to articulate technical issues in a meaningful way to both engineers and executive-level management is a must. Crisis management skill: ability to maintain calm during stressful situations; demonstrate leadership skills under fast-paced, highly dynamic situations, pursue multiple threads at the same time, and drive solutions for complex issues. Deep understanding of the ITIL process, experience in Incident Management, Problem Management & Change Management Strong analytical and problem-solving skills. An ability to learn new technologies quickly, work independently, manage workload, and escalate promptly.The ideal candidate should possess; also have the following skills/experiences:
Robust leadership and decision-making skills Excellent communication skills for coordinating with IT teams and stakeholders. Proficiency in incident response and IT service management Ability to handle high-pressure situations and make swift, judicious decisions. Team collaboration skills. Open to change and ability to function in a fast-paced environment. ITIL v4 certification. Strong Networking and technical understanding of servers, OS, HTML.Additional information
Alongside our market-leading benefits; dynamic & vibrant working culture and talented team
members – we can offer you:
Competitive benefits, an open and supportive environment as well as a modern and exciting workplace. Participate in projects as you and our business continue to develop and grow. Tangible and genuine career development - at OpenBet, where you can take your career where you want it to go Exposure to real-world and business-critical projects & the chance to develop some of the world’s leading e-commerce sportsbooks whilst working with various clients. New skills and a completely different, fresh approach to development. Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world’s diverse voices. Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.