Incident Managment Specialist

About Us
Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market

We are looking for a
Incident Management Specialist
to join our team and contribute to the development and enhancement of our
IT Operation & Control Room Department.
What You'll Do

• The specialist will be responsible for the correct detection, taking charge and managing the alerts and must ensure coverage on shifts 24H;
• Guarantee the continuity of all services, acting promptly and preventing the occurrence of fails and disservices;
• Performs first-level monitoring activities, of the Infrastructural, Network and Application type (extract and analyze data to translate them into useful information for Operations for timely and correct intervention);
• Carries out the Operational activities (including some specific activities related to the management of the Competitions and Office Automation) and first level activities related to the Incident Management Department;
• Support for the resolution of incidents, for the identification and addressing of massive / central problems, acting as a constant interface with the groups of Technicians and Systems Engineers or specialists on the Network;
• Supervise the monitoring events from different tools to ensure the correct functioning of all components, solve and address massive problems in a timely manner;
• Use the company systems in an appropriate and timely manner.
• Please take in consideration that this job profile requires WorkShifts (5 days/week, on a rotation work shift based)

What You'll Bring

• 1-2 year relevant work experience;
• Bachelor Degree in IT/Technical/Scientific or other relevant fields;
• Good knowledge of all the monitoring areas of the Incident Management Department and related tools
• Understanding of monitoring tools (Nagios, OpManager, Splunk, Dynatrace, Catchpoint or equivalent - HP Vertical, ELK Stack)
• Ability to be flexible in the problem solving process;
• Ability to work in a dynamic environment and large teams;
• Fluent in Italian language (both written & spoken) and good understanding of English language.

Why Choose Us

• Permanent contract;
• Food Allowance;
• Pension Fund;
• Company Owned Devices (laptop and business mobile phone);
• 24 Extra Hours Paid Leave;
• Preferential treatment on products offered by Intesa Sanpaolo bank;
• Supplementary Private Health Insurance and consultation with the company doctor;
• Flutter Sharesave Plan.

Choose Us Also For

• An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;
• Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches;
• Continuous learning for soft and hard skills (es. Learn / Platform, Training);
• Support for parents and children and new mothers’ contributions.
• Volunteering during your working hours.

Much More About Us

• Reviews and comments from our Glassdoor and Indeed pages. Put yours!

Equal Opportunity
Flutter is an Equal Opportunity Employer. Diversity and Inclusion are fundamental values for us. We welcome any candidate without a distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.

Location: Tirana, Albania

Description & Requirements
Who we are looking for
The IT Service Associate Manager ensures the efficient and effective delivery of IT services within the organization. Acting as a key liaison between technology and business teams, the IT Service Associate Manager focuses on maintaining seamless service operations in the areas of Incident Management, Major Incident Management, and Service Request Fulfillment.

This role requires a balance of leadership, problem-solving, communication, and organizational skills to ensure services meet established standards and customer expectations. Continuous improvement of processes, fostering collaboration, and ensuring adherence to ITIL best practices are central to this position.

Your skillset

• Strong communication and stakeholder management skills.
• German and English at minimum B2 level (very good written and spoken skills) to collaborate with demanding target groups.
• Proactive and structured approach to problem-solving. Crisis management and decision-making capabilities.
• Degree in Business Informatics, Computer Science, or a comparable field, with several years of relevant professional experience in Service Management.
• Solid knowledge of common standards and methodologies in ITIL-based Service Management within complex organizations.
• Practical experience in active Service Management of central ITSM processes such as Incident/Problem/Request Management and a strong understanding of processes.
• Knowledge and efficient usage of ServiceNow and MS PowerBI (or alternative platforms)
• Structured and independent working style, ownership mentality, creativity, and an agile mindset, along with organizational skills and the ability to work in interdisciplinary teams.

Your future role
Your responsibilities

• Ensure timely resolution of incidents and escalations, minimizing business impact and coordinating cross-functional teams as needed.
• Lead responses to major incidents, ensuring clear communication, root cause analysis, and implementation of preventive measures.
• Oversee efficient service request fulfillment, driving process improvements and automation where possible.
• Ensure compliance with ITIL processes, organizational standards, and audit requirements.
• Collaborate with IT Operations, Engineering, and stakeholders to maintain service integration. Collaborate with team leads and management to align service goals with business objectives.
• Identify and implement service optimizations by analyzing KPIs and enhancing user experience.
• Maintain accurate process documentation and promote knowledge sharing within the team.
• Act decisively during crises to restore normal operations and minimize disruptions.

Your activities

• Conduct regular status reviews of incident and service request queues, initiating corrective actions when necessary.
• Facilitate post-incident reviews and document lessons learned.
• Lead training and awareness sessions on incident and service request processes for team members.
• Support the onboarding of new employees, ensuring they understand service management workflows.
• Monitor Service Desk performance metrics (e.g., response times, resolution rates). Analyze patterns and trends of outages and disruptions (e.g., root cause analysis) to identify potential future issues and ensure continuous service availability.

What we offer

• Stable job in multinational company based on employment contract;
• Working in flexible hybrid model - partially from home and the office;
• Great opportunity for professional development;
• Structured onboarding process and Buddy program for new joiners;
• Open and friendly organizational culture based on the pillars of well-being and diversity & inclusion.

Selection process
Apply and create your future with us!

If your resume is of interest to us, the recruitment will consist of several stages:

• Short online interview / short phone interview with Recruiter.
• Interview/s with member/s of the team.

You will receive feedback regardless of process result.