Incident Manager Vilniuje, UAB „OLYMPIC CASINO GROUP BALTIJA“ | CVbankas.lt

Incident management line are the people who are keeping an eye to make sure that all systems are constantly up and tech heart of our business is constantly beating with no pauses. If any incident is spotted, you will have to identify root cause and way of escalation to internal or external teams and proactively follow up until issue is resolved.Responsibilities:• Be single point of knowledge of all upcoming maintenances as well as ongoing and resolved incidents/malfunctions, including current status of every ticket.• Monitor systems and network performance, follow up 1st line and backoffice escalations to detect incidents.• Identify incidents root-cause (incl reviewing logs) and further path of escalation to dedicated teams both inhouse and external.• Manage prioritisation of tickets and proactively follow up them until incident is successfully resolved, make sure that resolution is in line with internal SLAs. Escalate and raise awareness if resolution is going beyond SLAs.• Create incident reports when resolved and provide management with weekly/monthly overviews to identify weak areas and prioritise areas of improvement.• Operate within incident management software, manage incidents and maintenances dashboard• Nice to have: tune up and maintain automated monitoring system