.Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. We are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.What you'll be getting up to:The IT Incident Manager role involves ensuring that the business operations and IT services are available and running smoothly 24x7. Any disruptions or outages that occur in Production systems must be handled accordingly based on the major incident management process, where relevant teams are gathered for fast investigation and resolution, and accurate information is communicated to the stakeholders.You will be responsible for monitoring business KPIs and providing support for various infrastructure/network devices, applications, databases and other production services. Furthermore, you will play a key role in a top-notch team focused on maintaining reliability, operational excellence, and exceptional customer service for the company's benefit.Key Responsibilities:Manage application availability and operations:Always on top of any major incident, and oversee the entire process from detection to resolution.Facilitate bridge calls with relevant teams during major incidents and potential critical issues.Maintain quality handling of Jira tickets, from creation to closure. Constant follow up on open tickets as necessary.Facilitate the PIR or Post Incident Review and write the Incident Report.Awareness of any production activities, and understand the impact of all project deployment and change implementation on both technical and business KPIs.Engage leads and managers in constantly driving continuous improvement on their teams.Work closely with Application Support to quickly identify issues that need to be escalated to the development or technical teams.Manage communications to senior management and various business teams:- Ensure concise and accurate incident advisories are sent on time.- Ensure timely updates to the Senior Management about the progress of the major incidents.Work on Event Management System during maintenances and service interruptions:Maintain Global Maintenance Policies in Coordination with the Change implementation team in the Event Management System to suppress alerts during scheduled or emergency maintenance