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Incident Manager

Jackpotjoy group is part of Gamesys Group, and a global online gaming operator with over 30 online bingo and casino brands including Jackpotjoy, Costa Bingo, Vera&John, Botemania, Starspins, and Intercasino. We are currently looking to continue expanding our acquisition team across multiple disciplines and markets.

We are looking for an Incident Manager to enhance the existing workflow by automating as much as possible the ticket life cycle process and introduce new functionality such as automated email/sms notifications. The Incident Manager must have a thorough understanding of ITIL v3 framework and the ability to apply Incident Management best practices to support real-world operations.

Key Responsibilities:

  • Suggest and implement an Incident Management solution.
  • Document Incident Management policies, processes, and procedures that support business requirements.
  • Verify that Gamesys NOC correctly identify and classify Incidents to the appropriate severity level and handle according to agreed-upon Incident response procedures.
  • Monitor notification processes to ensure that designated personnel are notified of all Severity 0, 1 and 2 incidents within agreed timeframes.
  • Monitor Incident Management processes to ensure that escalated incidents are routed to the appropriate next-level service group thus complying with service level response times.
  • Monitor resolution of escalated incidents with all Tier 2 and Tier 3 support teams within Gamesys to ensure that incidents are being resolved according to SLAs.
  • Coordinate major incident closure, initiate a phone conference bridge, and document all actions taken to resolve the incident. Monitor incident resolution progress through to final closure, and record/update incident record status as appropriate. 
  • Monitor and report on Incident Management process to ensure that Incident and Problem Management are working together to determine when problem investigations should be opened to address an incident or series of incidents
  • Monitor the ongoing status of an incident and corresponding problem records to ensure that the latter are being addressed and resolved.
  • Participate in Problem Management review sessions as appropriate.
  • Stay on top of resolution processes/initiatives and provide timely updates. 
  • Monitor change/release management processes to ensure that all appropriate authorizations have been obtained prior to performing system change activities that might require a planned system outage. 
  • Develop appropriate communications for distribution to third party gaming partners regarding upcoming planned outages. 
  • Perform audits/inspections of the Incident Management records and processes, to verify ongoing compliance, accuracy, completeness, etc. 
  • A good understanding of SLAs and the ability to compile and negotiate terms. 
  • Analyze incident trends, and create reports that depict the outcome of that analysis and recommend corrective actions as necessary. Incident reports must be dispatched within the timeframe specified in the relevant SLA(s). 
  • Develop and use metrics (Key Performance Indicators) to validate success and identify improvements in problem management methods and procedures. 
  • Drive root cause analysis and corrective action completion to help eliminate disruption of services and consequently improve the day-to-day operations of the organization using validated problem analysis methodology and tracking all elements of the RCA to closure.


  • Bachelor’s Degree in engineering, information systems, or related field and minimum of 5 years of support services or project/program experience or equivalent
  • Excellent written, verbal communication and presentation skills with great attention to detail
  • Attested ability to manage critical, high-severity incidents with a sense of urgency to drive resolution as quickly as possible
  • Excellent client handling skills
  • Deep understanding of the Incident, Service Request, Problem and Knowledge Management processes. The ideal candidate should be already familiar with JIRA® and ITIL v3 framework
  • Ability to work harmoniously in a team environment
  • Works well under pressure and possesses the aptitude to quickly understand work process and flows in various business units
  • Familiarity with Linux-based systems is considered an asset
  • Positive, self-confident and able to work on own initiative


We believe this process works both ways, so what can we do for you? We’re a motivated team aiming to become one of the best casino teams in the business, and our company is one of the fastest growing companies in the industry. We’ve come a long way in a short time and we want only the best candidates on board to join us as we keep reaching new heights!


Or, know someone who would be a perfect fit? Let them know!


The Emporium, Triq C. De Brocktorff, Msida
Malta Directions

  • Relocation opportunities

    Does this sound like the perfect role for you, but you’re not based in Malta? Fear not! If we feel that YOU are the most successful candidate for a position, then we will offer a very attractive relocation package and full visa support to help you settle here.

  • Full ownership

    We encourage all our employees to take complete ownership of whatever they’re working on. Be confident. Be empowered. Be successful.

  • Fast career track

    Do you know where you want to be in five years’ time? Then tell us! We love a long-term plan and will do our best to help you get there.

  • Amazing colleagues

    Hey, we have to spend eight hours a day together. That’s over 2,000 hours a year. They don’t just need to be pretty awesome people, they need to be the best of the best.

  • Health insurance & gym allowance

    Your health and wellbeing are of utmost importance to us, so you will also benefit from a company-sponsored private health insurance scheme for yourself and your direct dependents (spouse and children), as well as a yearly allowance on your fitness-related expenses.

  • Added benefits

    A company phone, daily breakfast, monthly massage, monthly office BBQ, and quarterly social events – these are some of the extra benefits you’ll enjoy when you join Jackpotjoy Group.

Office Culture & Environment

We pride ourselves on being one of the most dynamic multi-brand online casinos, with an ambition to bring the Jackpotjoy Group winning feeling to the world.

We're well on our way to becoming a world-wide player, thanks to a team of over 400 awesome and talented individuals, across 12 offices globally - on a mission to drive us towards being the best in the business. 

We work hard and play hard, and if this sounds like the place for you, then you're in the right corner.

Already working at Jackpotjoy Group?

Let’s recruit together and find your next colleague.

  • Carlo
  • Federico Milanetti
  • Francesca
  • Heidi Trinh
  • Kari
  • Kate Walker
  • Kristofer Muscat
  • Lisa Galea
  • Luke
  • Mark Borg

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