Incident Manager (Europe or Americas)

Tech · Remote / Europe / LatAm /US, Remote
Department Tech
Employment Type Consultant or Full Time (Based on Country of Residence)
Minimum Experience Experienced

About White Hat Gaming

Founded in 2012, White Hat Gaming (WHG) is an online casino technology and services company with offices in Malta, London, Gibraltar, Chicago, and Cape Town. With a global team of over 500 specialists, we provide market-leading content, including Kambi Sportsbook and over 100 leading games providers.

We promote and foster a highly collaborative environment, offering complete flexibility and autonomy to our staff. As we grow rapidly, we continue to maintain a start-up atmosphere where we help each other and take a holistic approach to our day-to-day responsibilities.


In Summary:

We’re looking for 2 Incident Managers where their focus will be dedicated to either US or Europe. The role involves collaborating with our IT Support, SRE/DevOps, NOC, and other teams to lead and manage our incident management process by resolving and restoring our IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols.


The Job:

  • Manage the process to ensure normal service operations are restored as quickly as possible to minimize the impact on business operations
  • Responsible for planning and coordinating all activities relating to incident management (IM)
  • Responsible for continuous IM process improvement and any relatives tooling or systems
  • Work with Head of Ops / Support Teams to identify common issues and drive the delivery of resolutions
  • Responsible for the coordination of post-mortem analysis
  • Responsible for the creation and propagation of root cause analysis
  • Manage the incident reporting document process


What you already have:

  • At least 3 years experience working as an Incident Manager.
  • Strong knowledge of IT service management software
  • Experience working with IT systems and software such as Jira, confluence, Opsgenie, and Miro
  • Excellent managerial skills and ability to collaborate with team members.
  • Ability to analyze a high volume of technical data and work in a fast-paced environment.
  • Strong problem-solving, analytical, and time management skills.


Nice to have:

  • Experience with ITIL or similar methodologies 


How we approach things:

  • Medium-sized company with a start-up culture and a can-do ethos.
  • We focus on getting stuff done, not on the process or management hierarchy.
  • Working remotely but communicating regularly.
  • Open-door policy across all levels and departments.
  • An inclusive environment with staff from all around the world.


What we offer:

  • A mostly remote and flexible working schedule. 
  • Generous time off varied based on the country of residence.
  • Training on the job.
  • Opportunity to progress within the company, not limited to one department or team.
  • Hardware & Software allowance or work equipment is provided to make sure you have all the right tools to get the job done.


Everything about WHG won't fit into a job ad, want to find out more about working with us? Apply to get the conversation started. 

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation, or age.

By submitting your application, you agree that we process your data in accordance with our Privacy Policy for the management of your candidature to any of the positions we offer.

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  • Location
    Remote / Europe / LatAm /US, Remote
  • Department
    Tech
  • Employment Type
    Consultant or Full Time (Based on Country of Residence)
  • Minimum Experience
    Experienced