Incident Manager

4 tygodni temu

Warsaw, Polska G2A.com Pełny etat

G2A.COM is the world's largest marketplace for digital entertainment. On our platform, over 30 million people from 180 countries have already purchased more than 100 million digital items. Why? Sellers from all over the world present a rich offering of over 75,000 digital codes for games, software, gift cards, subscriptions, DLCs, in-game items, and various digital entertainment. We are a safe marketplace, where sellers guarantee instant delivery.

What else sets us apart? G2A.COM is a place co-created by a team of 400 exceptional experts representing 12 nationalities. Most of us work in a hybrid model, some remotely, or on-site in a chosen location. Our R&D center is in Rzeszow, we also have offices in Warsaw and Krakow. The company's main headquarters are in Hong Kong, with the central office in Amsterdam.

We address each other by our first name, we are supportive, and we share knowledge. We operate based on DEI values – Diversity, Equity, and Inclusion and provide extensive development opportunities – in 2023 over 180 development and wellbeing events. We work in a dynamically changing environment, continuously implementing and utilizing the latest technologies such as artificial intelligence (AI), augmented reality (AR), and specialized cybersecurity solutions.

We regularly check job satisfaction. According to the latest survey, as many as 88% of us are satisfied with work-life balance, 93% appreciate teamwork, and 83% value managerial support. The average tenure at G2A.COM is an impressive 5 years. This is simply a place where people want to be.

By joining us, you will have the opportunity to collaborate and create projects with international brands such as Google, PayPal, Amazon, VISA, Mastercard, PayU, EY, Synerise, Modivo, Empik, and Microsoft. We think and act globally, and in our daily work, we are guided by analysis and data, although intuition and experience-based insights are also considered a significant asset. We invite you to join us on the journey of co-creating Gate2Adventure – the gateway to the world of digital entertainment.

We’re waiting for you

Do you want to manage crisis situations with determination and effectiveness? Do you have the ability to respond quickly, manage crises, and have excellent communication skills? We are looking for you

Join the global marketplace as an Incident Manager to manage the stability of systems and the smoothness of processes and operations. By working with diverse teams in a dynamically developing business environment, you will gain valuable professional experience, develop managerial competencies, and communication and negotiation skills. In addition, being part of the global marketplace, you will have access to educational and training resources that will support your professional development, enabling you to expand your knowledge in the technological and business areas.

Your role will be to monitor the work of teams dealing with incident resolution. Your responsibilities will also include analyzing the causes of incidents and implementing effective preventive measures. You will also be responsible for promoting good practices in event reporting and cooperation with product teams in a DevOps environment, promoting effective communication and synergistic action.

You’re a perfect match for the role if you:
  • Have at least 3 years of experience in a similar position in an IT company
  • Have experience in creating procedures for handling Incidents
  • Have knowledge of ITIL practices
  • Can manage a complex failure and coordinate the work of several teams
  • Are a communicative person and like to work in a team
  • Are resistant to stress and can work under time pressure
  • Are goal-oriented and take the initiative to find effective solutions to recurring cases and problems
  • Can demonstrate leadership skills during organizational change processes
  • Your knowledge of English is at least B2 level, both in speech and writing

Additional advantages:

  • Knowledge of Grafana and Kibana
Your responsibilities:
  • Monitoring the work of teams responsible for resolving incidents
  • Regular review of incidents and implementation of corrective actions
  • Conducting incident cause analysis to identify the main factors leading to problems and preventing their recurrence in the future
  • Initiating good practices in reporting failures to the organization
  • Working in a distributed environment with product teams in a DevOps environment
  • Ensuring effective internal and external communication during incidents
Why joining us worth it:
  • You can choose hybrid or even fully remote work
  • You will receive the tools necessary for your work, such as a laptop or/ and a phone
  • We can provide your home office with ergonomic furniture and electronic devices, such as: footrests, exercise balls, chairs and lumbar supports, monitors, mousepads, laptop docking stations, mice, keyboards, and headphones
  • We care about the work-life balance and wellbeing of our team
  • We provide opportunities for you to turn your ideas into reality and we appreciate such initiatives
  • We support skill and knowledge development via internal and external trainings
  • We work according to the values of DEI: Diversity, Equity & Inclusion
  • We support grassroots initiatives and charities
  • We offer valuable benefits, such as the welcome pack, Motivizer vouchers (200 points/PLN employees can spend on a variety of services and products from known brands available on the platform), private health care, MultiSport card, the opportunity to participate in internal and external trainings and industry conferences, and many more
  • You will receive discount codes to use on the G2A.COM sales platform so that you can enjoy the benefits of our offers and services

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