Scroll to content

Team Overview:

The Incident Manager will join the growing global Incident Management & Prevention team where the successful candidate will enjoy working in a dynamic, fast-paced and exciting environment in which the team drives the organization toward broader operational excellence.

 Job Purpose:

As Incident Manager you will be responsible for chairing Post-Incident Reviews; working with stakeholders to assess root cause of the incident, and identify potential corrective actions to take. These corrective actions include preventative measures to prevent recurrence, or suggested improvements to the organization’s overall incident management process.  As the steward of the organization’s Incident Management Program, you will work with stakeholder groups to ensure an effective Incident response system is in place and adhered to. You will record all issues and help to design ways to prevent similar problems in the future, defining, developing, and delivering operational processes to deal with problems and develop solutions.

 Description of Job Responsibilities:

  • Act as incident commander, ensuring proper logging, prioritization, investigation, communication, and closure of incidents affecting the company’s live systems
  • Ensuring appropriate and timely progression of issues through to resolution within agreed SLAs
  • Coordinate between various departments including a rotation of on-call Subject Matter Experts (SMEs) as needed to ensure timely and complete investigation, remediation and mitigation any re-occurrence
  • Ensure the GAN Compliance team is informed, if not consulted (when applicable) and assist Compliance with obtaining all information needed for Incident Reports, Emergency Release Notes, and Release Notes, in a timely manner
  • Coordinate, track, and document all progress and actions taken to remediate incidents and have this information available when needed by all departments
  • Routinely report progress on these to the GAN Compliance team, Industry Regulators and Operational Directors
  • Provider recommendations and rationale for addition resources which may be needed by the company to better manage and prevent incidents in the future.
  • Participate in regular Post-Incident Review meetings and assist with root cause analysis and the identification of Corrective Actions to prevent issue recurrence.
  • Respond to questions and requests for information from the GAN Compliance team, Industry Regulators and Operational Directors
  • Assist the Transformation team in its development of tools to help efficiently track and make information available regarding all incidents and resolutions of incidents
  • Acting as an escalation point for incidents for customers, regulators, superiors and the team
  • Ensure relevant policies and processes are communicated an appropriate manner and verify adherence

 Requirements:

  • Significant experience in a complex incident management operation
  • Significant previous experience of operating within an Incident Management process framework
  • Working knowledge of incident management tools
  • Experience of the Microsoft O365 application suite
  • Excellent documentation / communication skills
  • ITIL V3 awareness
  • Determined, can-do attitude
  • Ability to work on own as well as part of a team
  • Ability to lead, inspire and develop staff members
  • Meticulous approach, effective written and oral communicator
  • Ability to find problems/issues and come up with best practice solutions to fix
  • Ability to thrive in a fast-paced, deadline-driven environment
  • Self-motivated and solution-oriented
  • Highly organized with strong attention to detail and follow-through
  • Confident, strategic thinker
  • Strong presentations skills
  • Demonstrates ability to adapt to various Client corporate cultures
  • Excellent oral and written communication skills
  • Ability to plan strategically, but stay on top of tactical execution

 

Travel Requirements:

This role will require travel to other GAN offices and occasional client meetings.

 



Additional information

  • Remote status

    Flexible remote

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

89145
89145 Las Vegas Directions View page

Irvine, CA, US

92606 Irvine Directions View page

Miami, FL

360 NW 27th St
33127 Miami Directions View page

Why work with GAN?

An opportunity to work and build a career in an established multinational company with a start-up feel and community.

  • GANtastic Culture

    We are a group of hard-working, smart individuals from all around the world. We value a healthy work/life balance, providing flexible work hours while offering a fun, lively, and supportive work environment - including activities like zoom happy hours and employee-friendly competitions (just wait until you submit your pet photos, talent videos, and written stories for prizes). We believe in helping the company flourish by championing each other's personal and professional growth.

    At GAN, you're more than just an employee - you're family.

  • Compensation and Benefits

    Competitive total compensation package - including generous Holiday (EU) / PTO (US) programs and company paid Bank Holidays (EU) / Holidays (US).

    Benefit packages are dependent on the country, as some countries have healthcare through the government. In addition, GAN offers pension plans (EU) / 401(k) matching (US), paid maternity and paternity leave, and health and wellness coverage in the US (including medical, dental and vision, HSA, short-term and long-term disability insurance, and life insurance).

  • GAN Perks

    Fitness, gym, and sports reimbursement programs or vouchers, payday drinks, social events and competitions, and employee referral bonuses.

  • Equal Opportunity Employer

    GAN is committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the military and armed forces, or any other basis protected by country, federal, state, or local law. We are fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences, and values.

GAN Workplace & Culture

GAN offers an empowered work environment that encourages creativity, initiative, and professional growth. We provide a competitive salary and benefits package.

 

 

 

Already working at GAN?

Let’s recruit together and find your next colleague.

email
@gan.com
Teamtailor

Applicant tracking system by Teamtailor