Problem Manager

SmartRecruiters, Inc.; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Playtech Managed Services (PTMS) is seeking a proactive Problem Manager to join the Monitoring Team. You will own the post RCA lifecycle, coordinate action items with internal and external parties, and drive permanent root-cause resolution across the organization.

You will analyze incident data for patterns, maintain known error records, and lead post-incident reviews to implement improvements. Strong English and Portuguese (Brazil) skills are required, along with experience using Jira or

Qualificações

• Experience in Problem Management, Monitoring, Incident Management or similar role.
• Knowledge of RCA methodologies and incident reporting processes.
• Ability to manage action items and drive accountability with timelines.
• Good written and verbal English communication skills.
• Portuguese (Brazil) language skills required.
• Experience with JIRA, Monday.com or similar tools.
• Familiarity with ITIL Problem Management frameworks.

Responsabilidades

• Own the post RCA lifecycle: log corrective actions, ensure completion with external/internal parties, and verify permanent root-cause resolution.
• Track and coordinate progress of problem-related tasks.
• Serve as primary contact with third party providers and internal stakeholders on problem resolution.
• Analyze incident data to identify recurring patterns and trends.
• Maintain records of known errors and workarounds to support faster resolution.
• Ensure collection and governance of RCA reports from all teams.
• Identify monitoring and incident management improvements and drive implementation.
• Lead post-incident reviews and define corrective actions.
• Coordinate with teams to deploy actions through change processes.
• Produce reporting on open problems, action status, and risk exposure.

Conhecimentos

Problem management

Incident management

Root cause analysis

English proficiency

Portuguese (Brazil)

ITIL familiarity

Third-party coordination

Ferramentas

JIRA

Monday.com

Grafana

Descrição da oferta de emprego

Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging and entertaining gaming experience.
Playtech is the gaming industry’s leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry.
Read more about who we are and what we do here: www.playtechpeople.com
Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech’s overall commitment to responsible business practices.
Ready to level up your career?

Playtech Managed Services (PTMS) unit is looking for a proactivePROBLEM MANAGERwith excellent communication, attention to detail, reaction time and problem-solving skills.

Job Description

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 insights 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.

Qualifications

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.
• 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.

Additional Information

Thrive in a culture that values...

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

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.

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