Incident Manager at Vbet

Company
SoftConstruct
Category
Job Address
Application Deadline
Service & Security
Yerevan, Armenia
22/12/2021
Responsibilities
- Managing technical assistance to staff - Creating reports for senior management on Critical Major Incidents - Investigating and diagnosing Incidents to restore a failed IT Service as quickly as possible - Document troubleshooting steps and service restoration details - Providing specialized investigation and diagnosing of all Incidents - Determine if an incident needs to be escalated according to the priority and severity of the issue - Implementing Knowledge with repeatable procedures with the goal of reducing the number of Incidents - Training newly hired escalation agents - Reporting on weekly repeatable global issues - Testing of the newly launched skins - Analysis of bugs, complicated issues, meeting with several teams, and trying to find a core resolution - Preparation and complementation of knowledge base, work out of the documentation that will be uploaded in WiKi - Ensure that assigned incidents are managed robustly & effectively and that any partner/business impact is identified and minimized - Create Knowledge with repeatable procedures with the goal of reducing the number of Incidents - Act as coach/mentor for other incident commanders - Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident - Ability to work on day-offs if needed - Identifies/develops solutions to maximize operational effectiveness and efficiency - Planning and coordinating all the activities required to perform, monitor, and report on the process
Required Qualifications
- Experience in the field is a plus - MS Office literacy - Spoken and written fluency in English and Russian languages - Strong self-organizational skills - Communication skills, flexibility, ability to work in a team - Incident Management process knowledge - Knowledge of Jira ticketing system, Slack, MS office, mailing system - Ability to work with various departments - Transferring the issues (providing profound information) via Slack and creating linked issues via Jira - Ability to prioritize the tickets/multitasking - Following up with customers to ensure full resolution of issues
Application Procedures
Interested candidates are encouraged to submit a CV to hr@softconstruct.com email address with a note of "Incident Manager at Vbet" in the subject line. Please mention in your application that you have learned about this position from MyJob.am
Additional Information
Vbet is looking for active enthusiasts to join our Help Desk Support department (mixed shift). The successful candidates will provide customer support to the departments and keep the Incident lifecycle complying with Incident Management Process requirements.