Group Monitoring Centre Supervisor

Hey there
We're Fortuna Entertainment Group, and we're excited to share why we're a team worth joining.

Who We Are?
Founded in 1990, FEG is a top player in the betting and gaming industry. We proudly serve millions of customers across five European countries – Czech Republic, Slovakia, Poland, Romania, and Croatia – with our Business Intelligence operations based in India.

Why Join Us?
At FEG India, you'll be part of a team that's powering the digital future of one of Central and Eastern Europe's leading betting and gaming operators. We're a growing tech hub delivering high-quality solutions in Data, BI, AI/ML, Development, and IT Services. Your work here directly supports global operations — and we make sure our people grow with us.

Current Opportunity

Right now, we´re seeking a Monitoring Centre Supervisor who will be Monitoring Centre 24x7 operations. Run and contribute to key IT Service Operation processes on the FEG Group level – mainly event, incident, change, problem and knowledge management. Ensure compliance with internal Service Level Agreements measured via service level objective (KPI).

What You'll Be Doing

Your daily activities will include, but not limited to:

• Manages FEG Group Monitoring Centre 24x7 operations according to working level agreement with Group Incident Management Owner.
• Ensures proper staffing, training and skills development of Group Monitoring Centre administrators.
• Plans working shifts of Group Monitoring Centre administrators.
• Liaises with Group Monitoring Centre Manager and Group IT Security Manager on policies and/or procedures adoption, suggests / implements improvements, provides feedback.
• Participates in Technology quality board meetings and other relevant stakeholder meetings.
• Provides regular performance reports of FEG Group Monitoring Centre
• Acts as a single point of contact (SPOC) for incidents and/or technical issues form FEG affiliates (brands), customer operations units, retail branches as well as other stakeholders.
• Actively monitors FEG IT environment and service metrices (KPI) to ensure maximum availability and performance of FEG services (on Group level as well as brand specific ones).
• Actively identifies, assesses, records, resolves and/or escalates incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer-sensitive manner. This includes IT incidents, technical incidents form customer operations units and retail branches and employee-reported incidents and requests
• Knows about ongoing changes / deployments in FEG IT environment, actively monitors them and coordinates, if necessary. Also correlates incidents to ongoing changes / deployments.
• Has an overview about current IT problem tickets and/or know errors, correlates incident and problem tickets, enriches information in problem ticket. Effectively applies solution described in known error database.
• Closely communicates with customer operations and bookmaking units to have an awareness about customer complaints, customer impact and its progress during an active incident.
• Escalates major service disruptions to Emergency Incident Manager and actively supports him/her in making appropriate decisions and/or actions.
• Shares information about past and active incidents with peers and superior ensuring smooth handover and continuity between working shifts.

What We're Looking For

• Bachelor's or Master's degree
• At least 3 year experience on a similar position (leadership background)
• Technical knowledge
• Knowledge of English language at least on B2 level

You Should Have Experience In

• Good knowledge of ITIL Incident and Problem Management Processes
• Good knowledge of IT systems
• Knowledge of Zabbix and JIRA is an advantage
• Understanding of service metrices (KPI)

Why You'll Love It Here

• We are the biggest omni-channel betting and gaming operator in Central and Eastern Europe, B2C High-tech Entertainment company
• Hybrid Working Arrangements (work from home)
• Flexible working hours
• Interesting innovative projects
• Cooperation across 5 markets and departments, international teams
• Variety of Tasks, where Problem-Solving and Creativity is needed
• Advancement, Promotions and Career opportunities for talents
• Skill Development & Learning options – both individual and team, development goals filled by individualised development plans
• Welcoming Atmosphere, open and informal culture and dress code, friendly colleagues, strong eNPS scores

If this sounds like your kind of place, let us know by applying We can't wait to hear from you.