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.

Thrive in a culture that values...  

• Empowerment, support, and mentoring 
• Constant learning and development opportunities 
• Active lifestyle and mental well-being 
• Fun company events

Additional Information

MONITORING TEAM 

The Monitoring Team is a crucial part of the Incident Report Operational Center (IROC). The team is dedicated to centralizing incident monitoring, detection, and initial response across all relevant systems. Our mission is to ensure business continuity and protect customer experience by proactively managing incidents. The team monitors all business systems, detects incidents across multiple service dependencies, and reacts by executing appropriate redundancy protocols based on service type. We manage incident communication and documentation across all service types and criticality levels.

Our team operates 24/7, ensuring immediate response and detailed incident reporting, documenting all actions and outcomes for transparency, accountability, and continuous improvement in incident management.
 

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.