Service Management Coordinator

Altenar is an international IT company founded in 2011, with offices in Malta, Greece, Georgia, the Isle of Man, and Uruguay. We specialize in high-load software development and provide one of the best technology solutions for the iGaming industry worldwide.

The Service Management Coordinator will be a part of the IT Service Management team within the Technology Operations department. As the Service Management Coordinator, you will play a vital role in bringing together technical and non-technical teams to clearly define requirements, ensure we are working within SLA’s and regulatory demands, and to resolve escalated issues as quickly and efficiently as possible. The right candidate needs to be a critical thinker, inquisitive, attentive to detail, able to work in shifts (including nights and weekends), and most importantly a team player!

Responsibilities and Duties:

• Assist our customer-facing support teams with your Altenar Product and Tech expertise
• Drive your professional development with continuous education on industry knowledge and share that knowledge with your team
• Monitor performance graphs for overall system health and initiate the Incident Management Process when an issue is spotted
• Lead incidents to ensure swift rectification as quickly and efficiently as possible within the terms of SLAs and regulatory requirements
• Keep internal executives and key stakeholders informed of all progress with ongoing incidents where applicable
• Coordinate multiple teams and communicate effectively with various departments on a daily basis for incidents, problems, changes, service requests, and general inquiries.
• Own post-incident activities such as creating and driving post-mortem tickets, problem tickets, and writing incident reports
• Actively participate in handovers, stand-up meetings, and sync calls to ensure all incidents and problems were being handled appropriately and within SLAs and regulatory requirements
• Work with KPIs and analyze incident, problem, and change data
• Support the Head of Service Management on metrics reporting
• Assess the effectiveness of the Incident Management, Problem Management, and Change Management processes and procedures and suggest improvements where necessary
• Educate Altenar teams in Incident, Problem, and Change Management and ensure adherence to the Service Management processes and procedures

Qualifications and Skills:

• Good communication skills in English (oral and written) are a must
• Experience with tools such as Grafana, Jira, Confluence, and Google Drive to manage daily work
• ITIL familiarity is desirable
• Some exposure to technical studies would be an advantage
• Ability to present information in formal or informal settings to all levels of an organization
• Basic troubleshooting skills in browser console
• Excellent value-driven/data-driven prioritization skills
• Critical-thinker, solution-oriented, willingness to learn

What we offer:

• Stable and flexible working environment
• Career growth opportunity
• Training and professional development events
• Health insurance
• Competitive remuneration and benefits
• Teamwork and accountability
• Sense of community and defined company culture
• Diverse workplace
• Modern comfortable office in the center of St Julians
• Corporate parking near our office
• Gym reimbursement after successfully passing the probationary period