Team Lead - Incident Management
Job Description
The Team Lead Incident Management will oversee the daily operations of the Incident Management team. This role will ensure that standard Incident Management processes are being followed and will identify and implement process improvements. Additionally the Team Lead will be responsible for managing a small staff.
Responsibilities
- Serve as a point of escalation for all incidents.
- Understand business acumen to correctly identify highpriority incidents.
- Ability to support both digital application and retailbased incidents.
- Collaborate with Global Commander Center (GCC) and technology partners on all incidents.
- Manage the daytoday workload of Incident Managers and Incident Coordinators.
- Responsible for building a 7day work schedule that provides 16 hours of coverage.
- Ensure that incident responses and incident resolutions are completed within SLA timeframes.
- Ensure that high priority incidents have a corresponding Problem ticket and Root Cause Analysis
- Identify strategies to streamline data collection and processes.
- Provide communications/updates to senior executives on businesscritical incidents.
- Ensure business areas are educated in the incident processes outlined by the Technology Leadership team
- Responsible for providing the Incident Management Leadership team an overview of team metrics; weekly monthly and yearly.
- Identify opportunities for efficiency and improved proccesses.
- Prepare monthly KPI reports
- Create and manage ServiceNow (SNOW) reports and dashboards
- Coach and elevate team staff
- Performance management of staff
Essential Functions
- Must be able to stand or sit and operate computers and other technological devices for extended periods of time
Qualifications :
- BA/BS degree or relevant technology experience
- Strong experience in ServiceNow (Incident Management Problem Management Change
- Management creation of reports and charts etc.
- Experienced in developing innovations and process improvements Ability to multitask in a fastpaced environment
- Customer focused with excellent management interpersonal communication (oral and written) presentation and organizational skills
- Strong business acumen
- Experience with Office 365 tools including Excel Word PowerPoint Teams ITIL Foundation certification a plus
Additional Information :
At Ivy we know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning.
Depending on your role and location you can expect to receive benefits like:
- Safe home pickup and home drop (Hyderabad Office Only)
- Group Mediclaim policy
- Group Critical Illness policy
- Communication & Relocation allowance
- Annual Health check
And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.
At Ivy we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify across any protected characteristic our ambition is to ensure ourpeople across the globe feel valued respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
