Project manager (SLA/ Incident Response)

We are looking for an Incident Manager to join a large B2B platform in the iGaming industry. In this role, you will be responsible for ensuring incidents are resolved on time and within SLA, coordinating resolution across multiple teams, and improving incident management processes. The role also focuses on identifying recurring issues and helping make the system more stable and predictable. Experience in the iGaming / gambling industry will be a strong advantage.

Our goal is to ensure predictable SLA performance by combining disciplined incident execution with system-level visibility, continuous optimization and automation of service and support flows across teams.

Responsibilities:

• Own end-to-end execution of incidents until resolution within SLA
• Ensure escalation paths are triggered according to defined rules
• Provide clear incident context and communication guidance to Account Management
• Ensure incident outcomes and timelines are properly documented for review
• Analyze SLA performance trends and recurring risk patterns
• Identify bottlenecks, handoff delays and systemic inefficiencies
• Propose and drive process improvements and flow redesign
• Identify and prioritize automation opportunities

Success in this role means:

• incidents are resolved faster and with less coordination chaos
• recurring incidents decrease over time
• SLA performance becomes predictable

Expectations from the candidate:

• Experience in iGaming is a strong advantage
• Experience with incident management or service reliability in complex multi-team environments
• Ability to think beyond a single incident and understand the system behind it — identify root causes, recurring patterns and structural risks
• Ability to coordinate multiple teams during incidents (tech, product, support, payments, etc.) and maintain clear escalation paths.
• Strong ownership mindset — incidents are not “assigned tasks” but situations that must reach resolution within SLA
• Comfort working in environments where processes are still evolving and need to be built, not just followed.