Responsibilities

• Own incident reports from creation to approval.
• Review report quality: classification, timeline, business impact, resolution, RCA and lesson learnt.
• Hold and drive PICs accountable for RCA, resolution, learning points and mitigation plan within agreed SLA.
• Track mitigation actions to completion and escalate overdue items.
• Design and run the problem management process: recurring-incident identification, know-issue tracking, preventive action governance.
• Maintain the learning log, publish regular trend summaries, run the weekly incident review and prepare monthly metrics for management
• Improve the framework, taxonomy and report templates based on trends.
• Coach the duty team on incident report quality and support P0/P1 incidents as needed

Requirements

Must have

• 4+ years in incident, problem or service management, technical operations, including 2+ years running RCA or post-incident review.
• Strong knowledge of ITIL/ITSM, incident vs problem management, RCA methods
• Proven ability to drive accountability with engineering and senior stakeholders
• Clear, concise English writing and reporting.
• Able to challenge technical answers and ask the right follow-up questions.
• Experience building or improving processes, not only following them.

Nice to have

• iGaming, fintech or payments experience.
• Experience with Rootly, PagerDuty, ticketing systems or similar tools.
• Basic API integration, cloud services and data analysis skills
• ITIL certification