Incident Manager - Tech Support - Remote

Overview

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 200 customers worldwide. But that's not all! We're not just about numbers, we're about people. With a team of over 1000 passionate individuals spread across twelve countries in Europe, Asia, and the US, we're all united by our love for innovation and teamwork. Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

In Short

• Receive and prioritize incidents reported by various teams.
• Submit incidents to the appropriate resolution teams.
• Negotiate timeframes and resources for incident resolution.
• Ensure incidents are handled according to urgency and priority.
• Follow up on incidents to ensure timely resolution.
• Test resolved incidents when possible.
• Communicate resolution status to reporting teams.
• Handle reports, JIRA updates, and related tasks.

Requirements

• 2 years’ experience in an IT company (similar position or technical customer support).
• Project management skills (nice to have).
• ITIL knowledge (nice to have).
• Experience with JIRA and MSOffice.
• Excellent Project Management skills.
• Good knowledge of Agile methods.
• Ability to understand business strategy.
• Mandatory time and workflow management skills.
• Ability to work with cross-functional teams.
• Excellent negotiation and communication skills.
• Upper-intermediate or advanced English level.
• Availability to be on call for extended hours.

Benefits

• 24 days of annual leave, increasing to 34 days by the fifth year.
• 10 sick leave days per year, no doctor's note required.
• Hybrid work schedule: 60% work from the office and 40% work from home.
• 21 weeks of paid maternity leave and 4 weeks of paternity leave.
• Daily catered lunch or monthly lunch allowance.
• Private Medical Subscription.
• Gym allowance.
• Access to online learning platforms and training budget.