ABOUT THE PROJECT

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide. With a team of over 1400 passionate individuals spread across twelve countries in Europe and Asia, we’re all united by our love for innovation and teamwork.

REQUIREMENTS

– Proven experience (minimum 2 years) in IT incident management, preferably in a complex, high-availability environment.
– Strong understanding of ITIL framework and best practices for incident management.
– Experience with incident management tools and systems (e.g., JIRA Service Management, ServiceNow).
– Excellent analytical and problem-solving skills, with the ability to quickly assess and resolve incidents.
– Strong communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders.
– Ability to work under pressure and manage multiple incidents concurrently.
– Experience in root cause analysis methodologies.
– Knowledge of IT infrastructure components and technologies.
– Experience with monitoring and alerting systems.
– A proactive and customer-focused approach to incident management.
– ITIL certification is a plus.
– Technical University/Computer Science or a related field.

RESPONSIBILITIES

– Receive all incidents reported by the Account Managers, Liaison Managers and Support teams;
– Register and prioritize all incidents according to internal procedures;
– Submit every incident to the appropriate team (the team with the capacity to solve the incident);
– Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
– Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
– Follow up on each incident to make sure it is solved correctly and in a timely manner;
– After the incident is reported as solved, test (where possible) to confirm;
– Inform the teams that reported the incident that it was solved;
– Handles reports, JIRA updates and any other related task.

WHAT WE OFFER

– Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
– Enjoy a flexible hybrid work schedule after your first three months with us.
– Benefit from two Free Fridays each year, limited to one per quarter.
– Daily catered lunch or monthly lunch allowance.
– Private Medical Subscription.
– Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
– Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
– Amazing office space complete with its own pool and gym.

COMPENSATION & BENEFITS

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