Monitoring Support Team Lead

Monitoring Support Team Lead

Founded in 1999, Playtech has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B business. By leveraging its proprietary technology, Playtech delivers innovative products and services to ensure a safe, engaging and entertaining gaming experience.

As the gaming industry's leading technology company, it combines business intelligence-driven software, services, content, and platform technology to drive excellence and innovation across the sector. 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. Embracing differences and maintaining transparency in our processes is the core of Playtech's overall commitment to responsible business practices.

Ready to level up your career? Playtech Managed Services is looking for a passionate Monitoring Support Team Lead to join our team. If you're a strategic leader with a passion to detect incidents, carry investigations and passion to deliver high-quality results- we want to hear from you!

Job Description

Your influential mission. You will...

• Lead the local Monitoring Team in Playtech Sao Paulo to deliver consistent, high-quality services.
• Perform Monitoring, Incident Management, Redundancy and Incident Reporting activities.
• Work on shifts (16/7 coverage).
• Monitor multiple business systems and detect incidents across multiple service dependencies.
• Monitor and enhance the Monitoring Team performance to meet SLA requirements.
• Utilize and maintain monitoring dashboards to track performance metrics and identify improvement areas.
• Ensure the Monitoring Team responds swiftly to incidents.
• Review existing Incident Management documentation and contribute to the enhancement of new materials.
• React by executing appropriate redundancy protocols based on service type.
• Coordinate incident communication with multiple parties.
• Familiarize yourself with Incident Management documentation.
• 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.
• You have previous experience in Monitoring, Incident Management or a similar role (1 year minimum, 2 or more years recommended).
• 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.

Additional Information

Thrive in a culture that values...

• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A commitment to innovation and excellence.
• A diverse and inclusive workplace where everyone is welcome.
• Comprehensive benefits and competitive compensation.

In addition to your CV, please add a brief motivation letter covering your goals, your current experience in Monitoring or related fields, and/or working in a corporate environment. You can write it in the comment section at the end of the application page (under "your message to the hiring manager").

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.

Join the team at our new Brazilian Playtech Managed Services (PTMS) office, where we work together to support and enhance our live products and services. Be part of a global, dynamic and innovative team that values collaboration, continuous learning, and excellence.

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.