Armenia, Yerevan
Full Time

Incident Manager

Seeking an energetic, creative individual passionate about gaming and eager to share ideas and learn.

Job Responsibilities

  • Act as the first point of contact for Incident Management Specialists and coordinate all efforts towards incident resolution
  • Collaborate with technical, IT, and product teams to find the root cause of incidents, bugs, defects
  • Coordinate the resolution process of incidents with technical, IT, Product Development, and Project Management teams ensuring complete adherence to established policies and procedures
  • Participate in all Agile/Scrum/Kanban ceremonies
  • Keep up with product improvements and changes
  • Document incident resolutions and provide incident reports
  • Provide weekly/monthly reports as defined by the immediate supervisor
  • Keep abreast with Agile/Scrum/Kanban best practices and new trends
  • Collaborate with Change Management and Problem Management teams to resolve under-delivered change requests and identified problems
  • Escalate incidents with prolonged resolutions to respective stakeholders for further investigation and process improvement/optimization
  • Ensure incident response is adequate and all existing SLAs per the established policies are kept and followed
  • Be ready and willing to take on additional responsibilities
  • Other duties as assigned by the immediate supervisor

Job Requirements

  • Bachelor’s Degree
  • Previous work experience in the Gaming industry would be a big plus
  • Excellent knowledge of English and Russian languages
  • Knowledge of agile process and principles
  • Knowledge and experience in Project Management would be a big plus
  • Outstanding communication, presentation, and leadership skills
  • Excellent organizational and time management skills
  • Team player
  • Sharp analytical and problem-solving skills
  • Attention to details

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