Group Monitoring Centre Supervisor

As the Monitoring Centre Supervisor at Fortuna Entertainment Group, you will be responsible for overseeing the 24x7 operations of the Monitoring Centre. You will play a crucial role in running and contributing to key IT Service Operation processes on the FEG Group level, including event, incident, change, problem, and knowledge management. Your role will involve ensuring compliance with internal Service Level Agreements measured via service level objectives (KPI). Your daily activities will include: - Managing the FEG Group Monitoring Centre 24x7 operations according to the working level agreement with the Group Incident Management Owner. - Ensuring proper staffing, training, and skills development of Group Monitoring Centre administrators. - Planning working shifts of Group Monitoring Centre administrators. - Liaising with Group Monitoring Centre Manager and Group IT Security Manager on policies and procedures adoption, suggesting/implementing improvements, and providing feedback. - Participating in Technology quality board meetings and other relevant stakeholder meetings. - Providing regular performance reports of FEG Group Monitoring Centre. - Acting as a single point of contact (SPOC) for incidents and technical issues from FEG affiliates, customer operations units, retail branches, and other stakeholders. - Actively monitoring FEG IT environment and service metrics (KPI) to ensure maximum availability and performance of FEG services. - Identifying, assessing, recording, resolving, and/or escalating incidents and service requests within agreed time limits and processes. - Keeping track of ongoing changes/deployments in the FEG IT environment and coordinating as necessary. - Collaborating closely with customer operations and bookmaking units to address customer complaints and incidents effectively. - Escalating major service disruptions to the Emergency Incident Manager and supporting them in making appropriate decisions or actions. - Sharing information about past and active incidents with peers and superiors to ensure smooth handover and continuity between working shifts. To be successful in this role, you should have: - A Bachelor's or Master's degree - At least 3 years of experience in a similar position with a leadership background - Technical knowledge - Proficiency in English language at least on B2 level Preferred experience in: - Good knowledge of ITIL Incident and Problem Management Processes - Good knowledge of IT systems - Knowledge of Zabbix and JIRA is an advantage - Understanding of service metrics (KPI) At Fortuna Entertainment Group, you will enjoy benefits such as hybrid working arrangements, flexible working hours, interesting innovative projects, cooperation across 5 markets and departments, international teams, a variety of tasks requiring problem-solving and creativity, advancement opportunities, skill development, and learning options. If you are looking to join a dynamic team and contribute to the digital future of a leading betting and gaming operator in Central and Eastern Europe, apply now! We look forward to hearing from you.,