Job Description:

As a Service Manager, you will be a key figure in our Service Operations function, reporting to Head of Service Operations, ensuring the efficiency and effectiveness of our services.

This role demands professional and proven expertise in Incident and Problem Management and a strong focus on service delivery in a diverse technology and operational environment. Expertise in the Gaming industry is desirable as well as a good technology foundation in online systems and consumer services.

This position requires a unique blend of strong communication skills, technical expertise, and troubleshooting acumen to maintain the high standards expected in our business.

Responsibilities:

Incident Management

• Support the incumbent technology incident management team and respond promptly to incidents, providing efficient and effective complementary support to manage business operations.

• Collaborate with cross-functional teams and our clients to prioritise and address incidents in a fast-paced environment.

• Implement and improve on existing incident management best practices to enhance overall service reliability.

Problem Management

• Conduct root cause analysis for recurring or complex issues to develop long-term solutions. This should also be embedded in robust operational process.

• Proactively identify and mitigate potential problems before they impact our services and operations to our clients and their customers.

• Drive continuous improvement by analysing trends and patterns in incident data and feedback into Engineering, Product and wider delivery teams.

Communication and Collaboration

• Maintain open lines of communication with internal teams and stakeholders to ensure a coordinated response to incidents and problems.

• Provide clear and concise updates to management and relevant stakeholders during incident and problem resolution processes.

• Foster a collaborative environment to facilitate knowledge sharing and cross-functional problem-solving.

Technology Expertise

• Possess in-depth knowledge of gaming systems, infrastructure, development and technologies to effectively troubleshoot and resolve issues.

• Stay current with industry trends and emerging technologies to enhance the overall gaming service capabilities.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Proven experience in Incident and Problem Management, preferably within the gaming industry.

• Strong knowledge and management of ITIL tools such as Jira.

• Strong technical background with a focus on gaming systems, networks, development and infrastructure.

• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.

• Demonstrated leadership and team management skills.

Attributes:

• Analytical mindset with a focus on problem-solving and root cause analysis.

• Strong organisational skills with the ability to prioritize and manage multiple tasks in a high-pressure environment.

• Proactive and forward-thinking approach to incident and problem management.

• Passion for the gaming industry and a commitment to delivering exceptional client service and user experiences.

About Pragmatic Solutions:

Pragmatic Solutions is an exciting and fast-growing iGaming B2B solutions provider under the same group of companies as Pragmatic Play, an industry leading games content provider. Pragmatic Solutions provides iGaming operators with enterprise platform technologies built around a core Player Account Management (PAM) platform. The PAM is designed using microservices architecture and contains a player account, wallet, CRM tools, bonus management tools, payment tools, KYC/AML, and fraud-prevention services.