Problem Manager

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 200 customers worldwide. The company is profitable, has over EUR 100m in annual revenues, and has 700 employees in offices across ten countries in Europe, Asia and the US. EveryMatrix was founded in 2008 and remained a founder-owned private company.

Self driven, self motivated, ambitious, effective, and efficient in customer service skills;
Proven leadership skills in a high paced environment;
Good communication skills, clear, concise, both verbal and written;
Ability to work well independently or as a team member;
Proven effective coordinator and facilitator skills;
Flexible and responsive to changing work patterns and demands;
Demonstrated ability to quickly understand complex systems;
Ability to work on many tasks simultaneously in a high-pressure environment;
Developed business understanding;
Good Command of English language;
Software office applications;
A minimum of three years of experience in operations/services/technology environment;
Ability to track tasks, make assignments, and deliver on commitment dates;
Effectively interact with various levels of management, vendors and customers;
ITIL Problem Management experience;
ITIL Foundation Certification is a plus;
Good communication and reporting skills;
Competency in process development, execution, and administration;
Strong root cause analysis, problem solving, and analytical skills;
Priority setting to resolve conflicting goals;
Knowledge of IS/IT applications and software development lifecycles;
Project Management basic knowledge and tools.


Nice to have

Usage of any ITIL compliant Incident/Problem/Change Management tool.

Responsibilities

Problem analysis, identification, and remediation from incident tickets, monitoring, and other means. Proactive in identification of possible problems;
Ensure root cause and corrective action is determined to reduce number of incidences;
Evaluates and make pro-active recommendations for actions to improve Problem Management processes as well as other services to provide efficiency in delivery of services;
Working across functional teams to analyse all sources of issues and outages, investigate, diagnosis root cause, and accountable for completion of corrective actions;
Classify, define, and scope issues into projects that will drive down the total number of recurring problems and common issues;
Track and communicate status of problem resolution efforts;
Ensure SLA fulfillment for all the problem management related activities.

Perks & Benefits

We offer internal and external training;
We provide a daily catered lunch (classic & raw-vegan);
We offer relocation bonus & accommodation support;
We offer private healthcare;
We hold team building activities and office parties throughout the year;
We have massage at work,
An ever-growing, library (online & offline),
A flexible schedule,
A fun entertainment corner,
And our very own gym.