Incident and Problem Manager

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good.

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & Italy.

While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do.  Join us as we embark on a once-in-a-lifetime, largescale transformation journey by creating a National Lottery that delivers more money to good causes.  

We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re looking for…

A bit about the role…

• Manage business and technical major incidents and high priority problems to resolution to ensure minimal impact to the business
• Analyse incidents and problems, identify trends and develop working practices and resolutions to minimise the risk of recurring issues
• Coordinate and manage resources and cross functional teams from all areas of the business as required to resolve issues
• Communicate progress of incident and problem resolution with wider business stakeholders
• Work with Regulatory Affairs and other teams where applicable to complete written reports and help provide write/provide PR teams and Customer Care with written responses and FAQ’s.
• Keep policies and processes updated and accurate
• Work with the wider Service Delivery Team on Continual Service Improvement

Technology Department Description:

• Delivering world-class Technology services and solutions which underpin our trusted position as a high-profile, secure and safe operator of the National Lottery and with unquestionable integrity in a heavily regulated industry

Digital Workplace Team Description:

• Delivering and supporting technologies that enable employees to collaborate, communicate, and work efficiently regardless of location.   
• Working closely with other Technology teams to ensure that National Lottery Operations are managed 24/7, 365 days a year in a secure, reliable, resilient way
• Ensuring end-to-end service levels to our external customers and internal business users are maintained to the highest standards.

What you’ll be doing…

• Develop the Business Incident operation
• Organise support and other resources during major incidents to reach resolution as quickly as possible.
• Manage communications with Business teams and key third parties
• Work as an Ambassador for Incident Management across departments.
• Proactively identify potential problems and resolve them before they have an impact on the business
• Work closely with the Change and Release Management team to ensure changes have been raised to resolve incidents and known errors and that the impact of changes are fully understood
• Work closely with the Service Desk team to ensure that incident data is correct, improvement initiatives are understood
• Work closely with key suppliers that support the business to reduce issues and improve resolution speed
• Work closely with the Business Continuity and Crisis Management Teams

• Experience of working with incident management, identifying root causes, advising on solutions and     remedial actions, during and after a major incident
• Understanding of Knowledge Base Management
• Broad understanding of the National Lottery operations and Allwyn’s business priorities
• Excellent written and verbal communication skills
• Strong accuracy and attention to detail

About us:

‍We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. 

• Innovation - We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all.
• Giving back – Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10 year licence
• Sustainability – Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this
• Inclusion and accessibility – We are making all parts of The National Lottery inclusive – whether you play a game in a store or online. 

If you need any assistance or adjustments to this job description or in the application process, please contact a member of the talent team at [email protected] and we’ll be happy to help. 

**Being the custodians of the National Lottery license is a big responsibility, so all of our roles are subject to extensive background checks**

An inclusive reward offering with wellbeing at the centre…

At Allwyn, we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.

Here’s a list of some of the fantastic benefits we offer…

• Company bonus scheme
• Matched pension contributions up to 8.5%
• 26 days annual leave + 2 Life Days (and bank holidays)
• Complimentary Private Medical
• Life Assurance
• Enhanced Maternity & Paternity leave
• £500 wellness allowance
• Access to nutritional advisor and personal trainers
• Discounted Health Assessments
• Complimentary Financial coaching

Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues, we continue to create a place of work where people feel rewarded and can succeed.

A place of belonging…

We want to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace.  All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications.  Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.