Incident & Problem Manager

About the role

The Incident & Problem Manager joins Rank Interactive’s Service Management Office (SMO) to lead the core Incident, Problem and Major Incident processes. You will ensure swift resolution of critical service disruptions and drive continuous improvement across the IT service landscape.

Key responsibilities

• Own the end‑to‑end Incident and Problem Management processes, including P1 and P2 Major Incident handling.
• Lead Major Incident resolution, coordinating resolver teams and third‑party suppliers throughout the incident lifecycle.
• Communicate incident status to business and IT stakeholders via the Major Incident Management (MIM) process.
• Monitor and, when necessary, manage P3‑level incidents that could impact services.
• Collaborate with Operational Management teams to align events, alerts and changes for faster response.
• Develop and maintain a knowledge base and recovery plans to drive ongoing improvement.
• Review and enhance the Major Incident Management process, tools, templates and reports.
• Produce and manage IT Problem Records, ensuring timelines are met and escalations are handled.
• Perform trend analysis, root‑cause investigations and preventive planning.
• Prepare weekly service and technical reviews for senior management.

Required profile

• Proven experience leading and managing Major Incidents.
• Strong understanding of ITIL (preferably v4) and IT service delivery.
• Ability to coordinate cross‑functional teams and third‑party suppliers.
• Excellent communication skills for stakeholder updates and reporting.

Required skills

• ITIL v4
• Major Incident Management
• Problem Management
• Incident Management

What we offer

• Opportunity to work within a leading global digital gaming company.
• Collaborative, high‑performing and inclusive culture.
• Exposure to multi‑brand digital entertainment platforms.