Manager of Major Incident Management

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 Lead Major Incident 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, your 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.

The Manager of Incident Management will be able to face critical situations with composure and take the responsibility of the Technology department to deliver resolutions to our business and customers.

Teams will be based in London, Manchester, HYD and US

Your Responsibilities:

• Manage a combination experienced and junior but motivated Incident Managers ensuring we consistently deliver a high standard of service across all initiatives.
• Manage resource and responsibilities, meeting onsite presence, out of hours support, and other staffing requirements effectively.
• Develop and empower the Incident Management team to consistently command high profile major incidents within complex environments with complete confidence, engaging internal and external support teams globally. Driving the virtual resolution team to efficiently restore service.
• Develop and empower the Incident Management team to consistently deliver clear and accurate communication during all incident across the business and technology including senior and exec management levels meeting agreed KPI’s
• Responsible for driving productivity within the Incident Management team, ensuring the roadmap of all initiatives is progressed efficiently and effectively reported.
• Demonstrate the ability to lead, and empower the team to lead, physical and virtual teams of technical resource from all arena’s driving troubleshooting and recovery with confidence and authority reducing time to repair on major and crisis outages
• Govern the Incident Management end to end process with cross Technology teams and external vendors, ensuring all KPI’s are met and a high standard of management and reporting are consistently achieved.
• Produce and present comprehensive incident and productivity reports to a variety of audiences including senior and exec management level
• Participate and lead high profile multi-platform Technology incident’s, reviews and problems investigations.
• Support and participate in the management of Disaster Recovery and contingency tests for all technology platforms.
• Perform as a role model and positive leader, demonstrating the ability to adjust in a fast pace every changing environment.
• Drive positive collaboration across all operational and technology functions, leading initiatives and improvements across the organisation.
• Lead high profile meetings and events with attendees up to and including director level, demonstrating the ability to chair with clear structure and authority.
• Act as deputy for Head of Global Command Centre as and when necessary
• Extensive experience in a related high-profile senior role managing managers.
• Ability and aptitude to influence and lead groups up to and including director level.

You will have:

• 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
• Ability, motivation and aptitude to lead in a high profile, ever changing environment, driving the team, intense situations, as well as multiple initiatives all at once.
• Demonstrable knowledge and understanding of complex support systems and processes.
• Strong analysis ability and problem-solving skills.
• An individual that has gravitas, not afraid of conflict, can influence at all levels and can work in stressful situations.
• Experience of online gambling systems would be an advantage but not essential
• Ability to adapt to change and take the team with you. Entain is an Agile business and this results in things changing quickly and often.
• Lead by example. Front line operations can become very hectic, as managers and leaders we keep a calm head and always remain professional
• Has a keen sense of own emotional intelligence and can develop this is their teams and peers
• Comfortable giving feedback to own team members and peers as part of being a manager

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

• Generous group bonus scheme 
• Hybrid working – 2 days in the office 
• 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.