LiveOps - Incident Management Analyst

As a member of the LiveOps Team at Betsson Group, the Incident Management Analyst plays a pivotal role in refining the company's IT Service Management (ITSM) platform. This position is integral to implementing ITIL v4 processes within a dynamic and fast-paced environment, ensuring minimal friction for all participants. The role offers a unique opportunity to establish structured processes, advocate for best practices, and secure the necessary buy-in from stakeholders.

Key responsibilities include documenting and enhancing the Root Cause Analysis (RCA) and Problem Management processes, as well as reporting on incidents and RCA statistics for the LiveOps Network Operations Center (NOC). The analyst will chair working groups for complex RCA and problem-solving initiatives, acting as a project manager, and participate in daily reporting and follow-ups. Additionally, maintaining a Known Issue Database is a critical aspect of the role.

The ideal candidate holds an ITIL v4 Foundation Certification, with advanced proficiency in Excel and PowerPoint. A background of 1-3 years in a production software development environment is essential, along with proven experience in generating professional reports suitable for audiences ranging from C-Level management to software developers. While formal project management certification is not required, relevant experience in this area is highly valued.

Betsson Group offers a fast-paced and exciting work environment, characterized by rapid growth and innovation. With a diverse team representing over 75 nationalities across multiple global offices, employees have ample opportunities for professional development and career advancement. The company's commitment to delivering the best customer experience in the iGaming industry makes it an attractive workplace for those seeking to push boundaries and excel in their careers.