Monitoring Support Manager

Monitoring Support Manager

About Playtech Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech's proprietary technology to deliver innovative products and services to ensure a safe, engaging and entertaining gaming experience.

Playtech is the gaming industry's leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry.

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices.

Job Description

Ready to level up your career?

Playtech Managed Services unit is looking for a proactive Monitoring Support Manager with excellent communication, attention to detail, reaction time and problem-solving skills.

Your influential mission. You will...

• Lead and manage the Monitoring Team in Playtech Managed Services to deliver consistent, high-quality services.
• Develop and implement strategies to optimize monitoring processes, ensuring efficiency and reliability.
• Monitor and enhance the Monitoring Team performance to meet SLA requirements.
• Utilize, develop and maintain monitoring dashboards to track performance metrics and identify improvement areas.
• Conduct regular reviews of processes, systems, and tools to ensure alignment with monitoring and incident management best practices.
• Perform Monitoring, Incident Management, Redundancy and Incident Reporting activities.
• You will work both regular and late shifts to support the Monitoring Team coverage.
• Monitor multiple business systems and detect incidents across multiple service dependencies.
• Ensure the Monitoring Team responds swiftly to incidents.
• Coordinate Incident Management with multiple parties.
• Review existing Incident Management documentation and contribute to the creation and enhancement of new materials.
• Learn the company products at a technical and operational level, including backend settings, integrations and monitoring dashboards.
• Liase with third parties during Incident Management.
• Understand how the environments and available configurations work.
• Acquire insight into Incident Management processes in a global company.
• Communicate daily with other teams in and outside the company.
• Constantly develop skills and get new knowledge in the Incident Management domain.
• Carry out investigations to determine Incident root causes.

Qualifications

Components for success. You...

• Are willing to develop your career in Incident Management.
• Have 3+ years previous experience in Monitoring, Incident Management or a similar role.
• Possess knowledge of Monitoring and Incident Reporting methodologies and processes.
• Have good written and verbal communication skills in English and you can communicate with team members, clients, and stakeholders in English.

You'll get extra points for...

• Having experience working with Grafana or similar tools.
• Proficiency in Brazilian Portuguese language is an advantage.

Additional Information

Thrive in a culture that values...

• Contribution and achievements by offering performance bonuses and ample opportunities for internal growth.
• Employees' health and well-being through comprehensive health and dental insurance plans, life insurance, MultiSport card, employee assistance program and food, travel, and wellness allowances.
• Work-life balance by providing 25 days of paid annual leave, allowing you to relax and recharge.
• Continuous growth with company-sponsored seminars, training programs, social activities, and events, guiding your professional journey and helping you achieve your career goals.
• Celebrating life events with additional bonuses such as newlywed, and baby bonuses.

Monitoring Team

The Monitoring Team is a crucial part of the Incident Report Operational Center (IROC). The team is dedicated to centralizing incident monitoring, detection, and initial response across all relevant systems. Our mission is to ensure business continuity and protect customer experience by proactively managing incidents. The team monitors all business systems, detects incidents across multiple service dependencies, and reacts by executing appropriate redundancy protocols based on service type. We manage incident communication and documentation across all service types and criticality levels.

Our team operates 24/7, ensuring immediate response and detailed incident reporting, documenting all actions and outcomes for transparency, accountability, and continuous improvement in incident management.

PLAYTECH MANAGED SERVICES

Established in 2007 in Sofia, Bulgaria, Playtech Management Services, a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. At Playtech Managed Services, we prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.