Full-Time Major Incident and Problem Manager

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.

This role involves significant stakeholder communication, providing regular updates and detailed reports to senior management and other key stakeholders.

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 Entain's 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 analyzing 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.

Knowledge and experience in multi-platform Technology environments.

Experienced working in a GLOBAL organisation.

Excellent organizational and communication skills.

Experience and aptitude for managing senior stakeholders and vendor relationships.

Strong crisis management skills.

Knowledge and understanding of ITIL processes.

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.

Benefits offered include:

• Generous group bonus scheme
• Private medical insurance
• Pension scheme
• Ability to buy and sell holiday
• Free subscription to wellbeing app
• Additional “It’s Your Game” day off
• Entain & Enhance days
• Share save scheme
• Paid subscription to LinkedIn Learning

What is the last date for applying to the job?

Which countries are accepted for this remote job?