Incident Manager

Job Summary:

EveryMatrix is looking for an Incident Manager with a real passion for technology and problem solving, and with the gift of bringing order to chaos, to join our Incident Management Team in Bucharest!

Company Intro:

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. The company is profitable, has over EUR 100m in annual revenues, and 700 employees in offices across ten countries in Europe, Asia and the US.  EveryMatrix was founded in 2008 and remains a founder-owned private company.

Incident Manager

Responsibilities:

  • Receive all incidents reported by the Account Managers, Liaison Managers and Support teams;
  • Register and prioritize all incidents according to internal procedures;
  • Submit every incident to the appropriate team (the team with the capacity to solve the incident);
  • Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
  • Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
  • Follow up on each incident to make sure it is solved correctly and in a timely manner;
  • After the incident is reported as solved, test (where possible) to confirm;
  • Inform the teams that reported the incident that it was solved;
  • Handles reports, JIRA updates and any other related task.

Requirements:

  • 2 years’ experience in an IT company (in a similar position or technical customer support);
  • Nice to have: project management skills;
  • Nice to have: ITIL knowledge;
  • Experience in working with JIRA and MSOffice;
  • Excellent Project Management skills;
  • Good knowledge of Agile methods;
  • Be able to quickly and clearly understand the business strategy to ensure the decisions are aligned accordingly;
  • Time management skills & workflow management skills are mandatory;
  • Ability to work with cross-functional teams;
  • Ability to get things done under pressure;
  • Excellent negotiation and communication skills;
  • Upper-intermediate or advanced level of English;
  • Availability to be on call for extended hours.

Work-Life Balance:

  • 22 days off per year, rising to 32 by year 5 inside the company
  • 10 sick leave days per year (without a doctor’s note)
  • 40% work from home, over any 3-month period
  • If returning to work soon after having child, 1 year 100% WFH for mothers
  • WFH after child is born – for fathers: 13 weeks of 100% WFH (from the day of the birth of the child)

Benefits and Office perks:

  • Daily catered lunch or lunch allowance in value of 85 EUR net per month
  • Medical subscription– Regina Maria
  • Our own in-house gym, health & well-being programs
  • Fruits Tuesday
  • Access to online learning platforms Udemy for Business and O’Reilly and budget for external training
  • Bookster
  • Massage at work
  • Anniversary gifts
  • Frequent free-bar parties, annual whole-company parties (have previously rented our own planes to get everyone together!)
  • Fun corner: ping pong table, PS4, lots of board games.
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Benefits

  • Headquarters in the heart of the city, at Unirii Square.

  • Internal & external training.

  • Health and well-being in house programs.

  • Daily catered lunch.

  • Fruit day.

  • Private healthcare and dental care discounts.

  • We hold team-building activities and office parties throughout the year.

  • We have an ever-growing library (online & offline).

  • A fun entertainment corner.

  • Flexible schedule.

  • Extra vacation days with every year inside the company.

  • Our very own gym.