Incident and Problem Manager

Allwyn UK; Watford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading gaming company in Watford is seeking an experienced Incident Manager to oversee critical incident resolution while ensuring high service levels for National Lottery operations. Candidates should possess strong incident management skills and a profound understanding of operations. The ideal applicant will communicate effectively across business teams and contribute to improving processes. The role offers a competitive salary and inclusive benefits package.

Benefits

Company bonus scheme

Matched pension contributions up to 8.5%

26 days annual leave + 2 Life Days

Complimentary private medical insurance

Life assurance

Enhanced maternity & paternity leave

£500 wellness allowance

Access to nutritional advisor

Discounted health assessments

Complimentary financial coaching

Qualifications

• Experience of working with incident management and advising on solutions during major incidents.
• Understanding of Knowledge Base Management and its relevance to the operation.
• Broad understanding of National Lottery operations.

Responsibilities

• Manage business and technical major incidents to ensure minimal impact.
• Identify trends and develop solutions to minimize recurring issues.
• Coordinate with cross-functional teams to resolve issues.

Skills

Incident management

Root cause analysis

Knowledge Base Management

Excellent communication skills

Attention to detail

Job description

Key Responsibilities

• 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 written responses and FAQ's to PR teams and Customer Care
• Keep policies and processes updated and accurate
• Work with the wider Service Delivery Team on Continual Service Improvement, delivering and supporting technologies that enable employees to collaborate, communicate and work efficiently regardless of location
• Work 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
• Ensure end‑to‑end service levels to external customers and internal business users are maintained to the highest standards
• 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
• Serve as an Ambassador for Incident Management across departments
• Proactively identify potential problems and resolve them before they impact the business
• Work closely with the Change and Release Management team to ensure changes are raised to resolve incidents and known errors, and that the impact of changes is fully understood
• Collaborate with the Service Desk team to ensure incident data is correct and improvement initiatives are understood
• Engage with key suppliers that support the business to reduce issues and improve resolution speed
• Partner with the Business Continuity and Crisis Management Teams, innovating to excite customers with new products and ensuring responsible play values are upheld

Company Values & Commitments

• 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 double this amount by the end of the first 10‑year licence
• Sustainability – Our aim is to be net‑zero by 2030, making 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

Qualifications

• 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 all core business priorities
• Excellent written and verbal communication skills
• Strong accuracy and attention to detail

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

About Allwyn

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi‑national lottery operator with a market‑leading presence across Europe, including the Czech Republic, Austria, Greece, Cyprus and 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, large‑scale transformation journey by creating a National Lottery that delivers more money to good causes. We have developed ground‑breaking technologies, built player protection frameworks and have a proven track record of making lotteries better.

Benefits

Here’s 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 insurance
• 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 UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.