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- Tasks: Lead the charge in managing major incidents and problems for our global brands.
- Company: Join Entain, a leader in sports betting and interactive entertainment, where innovation meets people.
- Benefits: Enjoy perks like private medical insurance, matched pension, and extra days off for personal development.
- Why this job: Be part of a dynamic team that enhances customer experiences and drives technology stability.
- Qualifications: Bring your crisis management skills and experience in multi-platform tech environments to the table.
- Other info: We celebrate diversity and support your individuality in a collaborative work culture.
The predicted salary is between 48000 - 72000 ÂŁ per year.
Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We’re pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together. The Major Incident and Problem Manager at Entain plays a key role to the success of our products and services.
Using proven methodologies and smart processes, a team of Incident managers and analysts will ensure a proactive approach to Technology stability for our customers.
When things do go wrong, our team will be there on the front line with the necessary skill set and business knowledge to get service back to our customers as quickly as possible.
Job Description
The Major Incident and Problem Manager role at Entain sits within our Global Command Centre and plays a critical role in maintaining the stability and reliability of the global Entain brands.
Responsible for the end-to-end management of major incidents and problems, you will ensure that disruptions to live service are minimized and that root causes are identified and resolved to prevent recurrence.
The Major Incident and Problem Manager will work closely with cross-functional teams, including IT operations, development, and business units, to ensure a coordinated and effective response to incidents and problems. Additionally, this role involves significant stakeholder communication, providing regular updates and detailed reports to senior management and other key stakeholders in multiple locations globally.
The goal is to enhance the overall performance and reliability of the company’s online and retail global services, contributing to a seamless and enjoyable experience for customers worldwide.
Coordinating and managing all components of the Entain’s response to major incidents including confirming impact, mobilizing recovery teams, useful and timely incident communications and post incident reporting.
Taking ownership of problem records to drive root cause analysis and solutions; implement preventative measures and deliver improvements to process and controls.
Understanding best practice for all elements of incident and problem management, identifying opportunities for improvement, and driving high standards of delivery.
Working with a large array of stakeholders to help to deliver a world class incident response.
Supporting delivery of the incident, problem and event management strategy and roadmap for Entain.
Be involved in the post incident review process that establishes clear root cause and relevant actions.
Continuously reviewing and analysing incident data to establish themes and emerging risks.
Automating innovative processes and procedures, using tooling and best practice to improve user experience.
Constantly driving improvements in the process and the outcomes for Entain, its customers, and stakeholders.
Ensuring commercial awareness of local markets, adapting to different needs as appropriate.
Working with the wider GCC and Engineering teams to create useful documentation and training to further improve our recovery processes.
Working closely with technology teams to understand recurring events and issues within the technology platform.
Working closely with third parties or third-party managers to manage and resolve incidents and problems.
Ensuring that processes are embedded, and that everyone is trained and aware of the incident processes and are supported with tools, advice, and guidance.
Qualifications
Knowledge and experience in multi-platform Technology environments.
Experienced working in a GLOBAL organisation.
Excellent organisational and communication skills.
Experience and aptitude for managing senior stakeholders and vendor relationships.
Strong crisis management skills – able to direct work and remain calm in stressful situations.
Knowledge and understanding of ITIL processes (ITIL foundation certificate / ITIL Managers Certificate desirable).
Knowledge and understanding of the Agile methodology.
Demonstrable knowledge and understanding of complex support systems and processes.
Strong analysis ability and problem-solving skills.
Experience of online gambling systems would be an advantage but not essential.
Proven track record of successfully coordinating and managing major incidents.
Experience of managing regulatory incidents and problems and delivering the relevant reporting.
Excellent stakeholder management and communication skills with the ability to articulate sensitive or important issues and solutions in a nuanced and balanced way.
Additional Information
At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.
Depending on your role and location, you can expect to receive benefits like:
- Private medical insurance
Pension scheme – matched to 6%.
Ability to buy and sell holiday.
Free subscription to wellbeing app Unmind.
Additional “It’s Your Game” day off to use at either Christmas or New Year.
Entain & Enhance days – 2 paid days off to focus on your professional or personal development.
Share save scheme.
Paid subscription to LinkedIn Learning.
And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
At Entain, we do what’s right. It’s one of our core values and that’s why we’re taking the lead when it comes to creating a diverse, equitable and inclusive future – for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.
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Major Incident and Problem Manager employer: Entain Group
Contact Detail:
Entain Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident and Problem Manager
✨Tip Number 1
Familiarize yourself with ITIL processes and Agile methodologies, as these are crucial for the Major Incident and Problem Manager role. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to best practices in incident management.
✨Tip Number 2
Highlight your experience in managing major incidents and your ability to remain calm under pressure. Share specific examples of how you've successfully coordinated responses to incidents in the past, as this will resonate well with the hiring team.
✨Tip Number 3
Showcase your stakeholder management skills by discussing how you've effectively communicated with senior management and cross-functional teams. This is key for the role, so be prepared to provide examples of your communication strategies during high-stress situations.
✨Tip Number 4
Research Entain's global operations and familiarize yourself with their products and services. Understanding the company's market position and challenges will allow you to tailor your discussions and demonstrate your genuine interest in contributing to their success.
We think you need these skills to ace Major Incident and Problem Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the Major Incident and Problem Manager. Familiarize yourself with incident management processes, ITIL methodologies, and the importance of stakeholder communication.
Tailor Your CV: Customize your CV to highlight relevant experience in managing major incidents and problems. Emphasize your crisis management skills, experience in global organizations, and any knowledge of online gambling systems if applicable.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully managed incidents in the past and how you can contribute to Entain's mission of enhancing customer experiences.
Highlight Communication Skills: Since the role involves significant stakeholder communication, ensure you demonstrate your excellent organizational and communication skills in your application. Provide examples of how you've effectively communicated during high-pressure situations.
How to prepare for a job interview at Entain Group
✨Understand the Role
Make sure you have a clear understanding of the Major Incident and Problem Manager role. Familiarize yourself with incident management processes, ITIL methodologies, and how they apply to a global organization like Entain.
✨Showcase Your Crisis Management Skills
Prepare examples from your past experiences where you successfully managed crises or major incidents. Highlight your ability to remain calm under pressure and how you effectively communicated with stakeholders during those times.
✨Emphasize Stakeholder Communication
Since this role involves significant communication with senior management and various teams, be ready to discuss how you have effectively managed stakeholder relationships in the past. Provide specific examples of how you articulated complex issues and solutions.
✨Demonstrate Continuous Improvement Mindset
Be prepared to discuss how you have identified opportunities for improvement in previous roles. Share any experiences where you implemented changes that enhanced processes or outcomes, particularly in incident management.
