Incident and Problem Manager

Watford - UK

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Description

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good.

We are Allwyn UK part of the Allwyn Entertainment Group a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic Austria Greece Cyprus & Italy.

While the main contribution of The National Lottery to society is through the funds to good causes at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime largescale transformation journey by creating a National Lottery that delivers more money to good causes.

Well talk a bit more about us further down the page but for now lets talk about the role and who were looking for

A bit about the role

Manage business and technical major incidents and high priority problems to resolution to ensure minimal impact to the business
Analyse incidents and problems identify trends and develop working practices and resolutions to minimise the risk of recurring issues
Coordinate and manage resources and cross functional teams from all areas of the business as required to resolve issues
Communicate progress of incident and problem resolution with wider business stakeholders
Work with Regulatory Affairs and other teams where applicable to complete written reports and help provide write/provide PR teams and Customer Care with written responses and FAQs.
Keep policies and processes updated and accurate
Work with the wider Service Delivery Team on Continual Service Improvement

Technology Department Description:

Delivering world-class Technology services and solutions which underpin our trusted position as a high-profile secure and safe operator of the National Lottery and with unquestionable integrity in a heavily regulated industry

Digital Workplace Team Description:

Delivering and supporting technologies that enable employees to collaborate communicate and work efficiently regardless of location.
Working closely with other Technology teams to ensure that National Lottery Operations are managed 24/7 365 days a year in a secure reliable resilient way
Ensuring end-to-end service levels to our external customers and internal business users are maintained to the highest standards.

What youll be doing

Develop the Business Incident operation
Organise support and other resources during major incidents to reach resolution as quickly as possible.
Manage communications with Business teams and key third parties
Work as an Ambassador for Incident Management across departments.
Proactively identify potential problems and resolve them before they have an impact on the business
Work closely with the Change and Release Management team to ensure changes have been raised to resolve incidents and known errors and that the impact of changes are fully understood
Work closely with the Service Desk team to ensure that incident data is correct improvement initiatives are understood
Work closely with key suppliers that support the business to reduce issues and improve resolution speed
Work closely with the Business Continuity and Crisis Management Teams

Key Measures of Success:

Experience of working with incident management identifying root causes advising on solutions and remedial actions during and after a major incident
Understanding of Knowledge Base Management
Broad understanding of the National Lottery operations and Allwyns business priorities
Excellent written and verbal communication skills
Strong accuracy and attention to detail

About us:

Weve developed ground-breaking technologies built player protection frameworks and have a proven track record of making lotteries better.

Innovation - We pride ourselves on it! Were constantly looking for new ways to excite our customers bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all.
Giving back Did you know that playing the lottery generates around 30m a week for charities and good causes in the UK Our aim is to have doubled this number by the end of the first 10 year licence
Sustainability Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this
Inclusion and accessibility We are making all parts of The National Lottery inclusive whether you play a game in a store or online.

If you need any assistance or adjustments to this job description or in the application process please contact a member of the talent team at and well be happy to help.

**Being the custodians of the National Lottery license is a big responsibility so all of our roles are subject to extensive background checks**

An inclusive reward offering with wellbeing at the centre

At Allwyn weve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.

Heres a list of some of the fantastic benefits we offer

Company bonus scheme
Matched pension contributions up to 8.5%
26 days annual leave 2 Life Days (and bank holidays)
Complimentary Private Medical
Life Assurance
Enhanced Maternity & Paternity leave
500 wellness allowance
Access to nutritional advisor and personal trainers
Discounted Health Assessments
Complimentary Financial coaching

Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues we continue to create a place of work where people feel rewarded and can succeed.

A place of belonging

We want to create one of the UKs most inclusive organisations where people can bring the best of themselves to do their best work every day for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination harassment or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs the job requirements and the individual qualifications. Allwyn encourages applications from individuals regardless of age disability (visible or hidden) sex gender reassignment sexual orientation pregnancy and maternity race religion or belief and marriage and civil partnerships.

We are a Disability Confident Leader which means weve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.

Required Experience:

Manager

DescriptionJoin our journey to create a new experience for The National Lottery and help us to power change for the greater good. We are Allwyn UK part of the Allwyn Entertainment Group a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic Aus...