Major Incident and Problem Manager

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together. The Major Incident and Problem Manager at Entain plays a key role to the success of our products and services. 

Using proven methodologies and smart processes, a team of Incident managers and analysts will ensure a proactive approach to Technology stability for our customers.

When things do go wrong, our team will be there on the front line with the necessary skill set and business knowledge to get service back to our customers as quickly as possible.

The Manager Incident and Problem Manager will be able to face critical situations with composure and take the responsibility of the Technology department to deliver resolutions to our business and customers.

Job Description

The Major Incident and Problem Manager role at Entain sits within our Global Command Centre and plays a critical role in maintaining the stability and reliability of the global Entain brands.

Responsible for the end-to-end management of major incidents and problems, you will ensure that disruptions to live service are minimized and that root causes are identified and resolved to prevent recurrence.

The Major Incident and Problem Manager will work closely with cross-functional teams, including IT operations, development, and business units, to ensure a coordinated and effective response to incidents and problems. Additionally, this role involves significant stakeholder communication, providing regular updates and detailed reports to senior management and other key stakeholders in multiple locations globally

The goal is to enhance the overall performance and reliability of the company’s online and retail global services, contributing to a seamless and enjoyable experience for customers worldwide. 

• Coordinating and managing all components of the Entains response to major incidents including confirming impact, mobilizing recovery teams, useful and timely incident communications and post incident reporting 

• Taking ownership of problem records to drive root cause analysis and solutions; implement preventative measures and deliver improvements to process and controls

• Understanding best practice for all elements of incident and problem management, identifying opportunities for improvement, and driving high standards of delivery 

• Working with a large array of stakeholders to help to deliver a world class incident response 

• Supporting delivery of the incident, problem and event management strategy and roadmap for Entain 

• Be involved in the post incident review process that establishes clear root cause and relevant actions 

• Continuously reviewing and analysing incident data to establish themes and emerging risks 

• Automating innovative processes and procedures, using tooling and best practice to improve user experience 

• Constantly driving improvements in the process and the outcomes for the Entain, its customers, and stakeholders 

• Ensuring commercial awareness of local markets, adapting to different needs as appropriate

• Working with the wider GCC and Engineering teams to create useful documentation and training to further improve our recovery processes

• Working closely with technology teams to understand recurring events and issues within the technology platform 

• Working closely with third parties or third-party managers to manage and resolve incidents and problems 

• Ensuring that processes are embedded, and that everyone is trained and aware of the incident processes and are supported with tools, advice, and guidance

Qualifications

• Knowledge and experience in multi-platform Technology environments

• Experienced working in a GLOBAL organisation

• Excellent organisational and communication skills 

• Experience and aptitude for managing senior stakeholders and vendor relationships 

• Strong crisis management skills – able to direct work and remain calm in stressful situations 

• Knowledge and understanding of ITIL processes 
  (ITIL foundation certificate / ITIL Managers Certificate desirable) 

• Knowledge and understanding of the Agile methodology 

• Demonstrable knowledge and understanding of complex support systems and processes. 

• Strong analysis ability and problem-solving skills. 

• Experience of online gambling systems would be an advantage but not essential 

• Proven track record of successfully coordinating and managing major incidents 

• Experience of managing regulatory incidents and problems and delivering the relevant reporting

• Excellent stakeholder management and communication skills with the ability to articulate sensitive or important issues and solutions in a nuanced and balanced way 

Additional Information

• At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. 

• Depending on your role and location, you can expect to receive benefits like 

• Generous group bonus scheme

• Private medical insurance

• Pension scheme – matched to 6%

• Ability to buy and sell holiday.

• Free subscription to wellbeing app Unmind

• Additional “It’s Your Game” day off to use at either Christmas or New Year

• Entain & Enhance days – 2 paid days off to focus on your professional or personal development

• Share save scheme

• Paid subscription to LinkedIn Learning

• And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves. 

• Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us. 

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.