Problem Manager

Your influential mission. You will...
Join the Monitoring Team in Playtech Managed Services (PTMS).
Own the post RCA lifecycle: log corrective action items, enforce their completion with external and internal parties, and ensure root causes are permanently resolved.
Track and coordinate problem-related tasks progress.
Act as the primary point of contact with third party providers and internal stakeholders on problem resolution matters.
Analyse incident data to identify recurring patterns, chronic problems, and emerging trends.
Maintain a record of known errors and their workarounds to support faster incident resolution and continuous improvement.
Own the collection and quality governance of Root Cause Analysis reports from third-party providers and internal teams.
Identify opportunities for improvement in monitoring and incident management processes and drive their implementation.
Facilitate and participate in post-incident reviews to capture findings and agree on corrective measures.
Coordinate with relevant parties to ensure corrective actions are deployed through proper change processes.
Produce and maintain reporting on open problems, action item status, and risk exposure.
Identify and flag SLA compliance risks arising from unresolved root causes or delayed corrective actions.
Communicate daily with teams across the company and with external partners.
Acquire insight into Problem Management processes in a global company.
Learn the company products at a technical and operational level
Constantly develop skills and get new knowledge in the Problem Management domain.
Components for success. You...
Are willing to develop your career in Problem Management and Incident Management.
You have previous experience in Problem Management, Monitoring, Incident Management or a similar role (3 year minimum, 5 or more years recommended).
Possess knowledge of Root Cause Analysis (RCA) methodologies, corrective action tracking, and incident reporting processes.
Have extensive experience managing problem-related action items
Are persistent, organized, and comfortable holding people to deadlines.
Have good written and verbal communication skills in English and you can communicate with team members, clients, and stakeholders in English.
You'll get extra points for...
Speaking, Reading and Writing in Brazilian Portuguese.
Having experience working with JIRA, Monday.com or similar action item tracking tools.
Having familiarity with ITIL Problem Management frameworks or practices.
Having experience driving accountability and resolution with third-party providers or external partners.
Having experience working with Grafana or similar tools.

Employment type
Full-time

Work arrangement
No