The objective of the National Lottery is to organize public lotteries, games of chance, and all forms of competitions. The National Lottery is a professional service provider that offers gaming entertainment to its players in a socially responsible manner. The profits generated are used to support society, including donations to charitable causes.
Role of the Incident Manager
The Incident Manager is responsible for all IT services within the National Lottery. Examples of these services include the central gaming platform, digital services, corporate IT, and retail operations. Incidents within these IT services can have varying levels of priority. A high-priority incident, for example, occurs when the digital gaming platform does not function optimally due to a malfunction. This could result in significant revenue loss, such as when end-users are unable to add funds to their virtual wallets.
The Incident Manager is responsible for managing the process related to such incidents to restore normal operations as quickly as possible, with minimal impact on the business activities of the National Lottery. By coordinating efforts and bringing together the various stakeholders, the Incident Manager aims to achieve a swift and efficient resolution.
The ultimate goal is for the Incident Manager to continuously improve the Incident Management Process within the National Lottery while also serving as the driving force behind ITIL processes within IT. The Incident Manager can rely on support from the existing limited SIAM layer, which has been established to ensure 24/7 service delivery.
Responsibilities of the Incident Manager
RESULT AREA 1: Managing incidents until an adequate solution is implemented and the situation is perceived as normal again by the business and customers.
* Quickly assess the issue, respond, and set priorities.
* Initiate the incident management process (P1/P2).
* Assemble and coordinate a team of experts ("war room").
* Investigate root causes and implement corrective actions through changes.
* Monitor progress and inform stakeholders (internal and external technical stakeholders, senior management, including the CTIO and even the CEO) swiftly and effectively.
* Escalate incidents when necessary.
* Document actions and decisions.
* Prepare a Post Incident Review (PIR) and follow up on recommendations.
RESULT AREA 2: Analyzing incidents and continuously improving the incident management process.
* Create a detailed PIR report after each P1/P2 incident.
* Document incidents, root causes, and improvement measures.
* Measure and evaluate process efficiency using KPIs.
* Maintain a dashboard with incident and problem statistics.
* Regularly report to stakeholders.
* Develop procedures for specific incidents, such as security incidents.
* Continuously evaluate and enhance the incident management process.
* Facilitate and follow up on problem management with internal teams and external parties.
RESULT AREA 3: Driving ITIL processes within IT (ITIL Product Owner).
* Propose and implement process improvements to increase efficiency.
* Perform additional ITIL-related tasks.
* Contribute to the structured and effective management of incidents and broader IT operations.
RESULT AREA 4: Contributing to the new SIAM solution as part of the complete reconstruction of the gaming environment.
* Ensure smooth coordination of external partners.
* Actively contribute to the design and implementation of the SIAM solution.
RESULT AREA 5: Personal development and keeping knowledge up to date.
* Stay informed about new methodologies and technologies.
* Keep knowledge current by following industry developments.
Profile
* At least 3 years of professional experience in IT incident management.
* Thorough knowledge of ITIL incident processes and best practices for improving IT services.
* Experience working in a complex multi-vendor environment or coordinating multiple service providers.
* Proficiency in root cause analysis and implementing corrective actions.
* Skilled in maintaining a broad overview and documenting processes; able to analyze situations on the fly and quickly find solutions.
* Technical knowledge to effectively communicate with stakeholders at both technical and strategic levels.
* Flexible and strong communicator: able to switch between the CTIO and board members on one hand, and technical experts on the other.
* Proficient in understanding and speaking the two national languages (Dutch and French) as well as English.
Offer
Working at the National Lottery means being part of a unique organization that is more than just a gambling provider. With a business model where profits flow back into society and ethical goals take center stage, you contribute to projects that benefit Belgian society.
In the IT department, you work in a dynamic environment with a clear mission and a high degree of autonomy. The organization is characterized by a flat and straightforward structure. As an Incident Manager, you will have a great deal of freedom to work independently. Several major challenges lie ahead, in which the Incident Manager will play a key role. One such project is Project Apollo, which will have a significant impact on the entire organization. This project involves the renewal of the central gaming platform, which is business-critical, as it can process up to 8,000 transactions per minute on peak days. During this strategic project, the Incident Manager will play a crucial role in integrations in collaboration with SIAM. Additionally, the Incident Manager will have the opportunity to work on other projects, such as developing an advanced SIAM layer and other innovative IT initiatives.
The National Lottery follows a cloud-first strategy and works with the latest technologies, including Microsoft Azure, S4H (SAP), Adobe, and Microsoft SaaS solutions. Additionally, it operates in a DevOps environment (CI/CD). This is a high-tech, future-oriented setting.
The daily rhythm is partly determined by the lottery draws, such as EuroMillions (on Tuesdays and Fridays), which require extra attention on those days. Nevertheless, a healthy work-life balance is a top priority. You can also count on two days of remote work per week.
Besides a professional and innovative work environment, the National Lottery offers:
* Opportunities for personal development and growth.
* A dynamic atmosphere where you collaborate with motivated colleagues.
* A high degree of freedom and autonomy, while still receiving the necessary support.
* Attractive benefits and a strong work-life balance, allowing you to contribute to the organization's success while advancing your own career.
Amon, Headhunters in IT & Digital, is the exclusive recruitment partner for this position. For more information or if you are interested, please contact Cleo Van Daele (clv@amon.be).
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