Incident & Problem Manager

About the role

The Incident & Problem Manager will join the Service Management Office (SMO) at Rank Interactive, supporting core service management functions across a global digital gaming environment. You will be responsible for overseeing incident and problem processes, ensuring rapid resolution of major incidents and continuous improvement of service delivery.

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 service‑disrupting incidents.
• Collaborate with Operational Management teams to align events, alerts, and changes for faster incident response.
• Develop and maintain a knowledge base and recovery plans to drive continual improvement.
• Review and enhance the major incident management process, tools, templates, and reporting.
• Produce and manage IT Problem Records, ensuring timelines are met and escalations are handled.
• Perform trend analysis, root‑cause investigations, and implement preventive actions.
• Prepare weekly service and technical reviews for senior management.

Required profile

• Proven experience leading and managing major incidents in an IT environment.
• Strong understanding of ITIL principles, preferably ITIL v4.
• Experience with incident, problem, and change management within a service‑oriented organization.

Required skills

• ITIL framework
• Major incident management
• Problem management

What we offer

• Opportunity to work within a high‑performing, inclusive culture at a leading global digital gaming company.
• Exposure to multi‑brand online entertainment platforms.
• Collaboration with cross‑functional teams and third‑party suppliers.