IT Problem Manager

We are NeoGames (Nasdaq: NGMS), a global leader of iLottery solutions and services to national and state-regulated lotteries.

We are part of the NeoGames Group, an iGaming powerhouse with 1100 employees spread across 8 countries.

At NeoGames, we pride ourselves on our “People first” culture. Not only has it been a core value in our organization for as long as we can remember but it also runs in our DNA and is felt in every aspect of our operations.



We seek a highly skilled and detail-oriented Problem Manager to join our dynamic team. The ideal candidate will have a strong background as a Problem Manager or related role (Senior Service Ops/ Tech Support engineer) with a proven track record of writing detailed and well-crafted incident report documents. In this role, you will be responsible for end-to-end ownership of NG postmortem/IR processes, managing the lifecycle of all problems, identifying underlying causes of incidents, and preventing recurrences.

Responsibilities:
- Investigate and analyze resolved incidents to determine the underlying root cause and contributing factors.
- Identify recurring incidents and potential problems to prevent future occurrences.
- Perform thorough impact analysis to assess the consequences of incidents on business operations and user experience.
- Manage the entire lifecycle of problems, from identification to resolution.
- Maintain a Known Error Database (KEDB) to capture and manage information about known issues and their resolutions.
- Work closely with various teams to implement preventive measures and improve overall system reliability.
- Craft detailed and comprehensive Incident Report documents.
- Ensure documentation is accurate, clear, and suitable for various stakeholders, including technical and non-technical audiences.
- Utilize strong verbal communication skills to present incident reports and findings to both internal teams and external customers.

Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Proven experience (3 years+) as a problem manager or related role (Senior Service Ops/ Tech Support engineer) - mandatory
- Strong analytical and problem-solving skills with an emphasis on attention to detail
- Excellent written and verbal communication skills, with the ability to communicate complex technical concepts to a non-technical audience
- Experience in writing detailed incident report documents and root cause analysis reports.
- A strong understanding of how infrastructure is set up and how its parts work together seamlessly.
- A robust comprehension of the daily operations within the Technical Operations department, mainly performed by IT and DevOps, with a keen awareness of how these activities can influence system stability.
- Proven experience with the Observability tools (Datadog & Coralogix preferred, Elastic, Splunk, etc.).
- Ability to work collaboratively in a team environment and interact effectively with diverse stakeholders.
- Proven experience with the ITSM tool (Jira Service Management preferred) - advantage
- Certification in ITIL, problem management, or related areas - advantage


What we offer:
- High-level compensation on an employment contract and regular performance based salary and career development reviews;
- Medical insurance (health), employee assistance program;
- Paid vacation, holidays and sick leaves;
- Multisport Card;
- English classes with native speakers, trainings, conferences participation;
- Referral program;
- Team buildings, corporate events.

About NeoGames

Привіт, це NeoGames 👋 Gamedev компанія заснована в Ізраїлі у 2005 році. Ми розробляємо Match 3+, Find the Symbol, Slots ігри. А також створюємо платформи й сервіси для національних і регульованих державою лотерей. 🏠 За 15 років ми відкрили офіси в Україні, Штатах та Ізраїлі. 🤝Впровадили декілька проектів спільно з державними органами Канади та Америки.

Company website:
https://neogames.com/

DOU company page:
https://jobs.dou.ua/companies/neogames/