Problem Manager
2 weeks ago
theScore, a wholly-owned subsidiary of PENN Entertainment, empowers millions of sports fans through its digital media and sports betting products. Its media app 'theScore' is one of the most popular in North America, delivering fans highly personalized live scores, news, stats, and betting information from their favorite teams, leagues, and players. theScore's sports betting app 'theScore Bet Sportsbook & Casino' delivers an immersive and holistic mobile sports betting and iCasino experience. theScore Bet is currently live in the Company's home province of Ontario. theScore also creates and distributes innovative digital content through its web, social and esports platforms.
About the Role & Team
As part of the theScore team, you will be working with a team of smart, friendly, and dedicated Engineers, Product Managers and Designers determined to deliver some of the best apps the market has to offer. We want you to be challenged and to get the full experience of what it's like to work at theScore We are looking for a Problem Manager to join our Incident Management team, to work cross-functionally across engineering, and be the front line for problem management improvements. This role will be immersed in the ITIL methodology to focus on eliminating repeating issues.
About the Work
Manage the lifecycle for all high priority Problem Management tickets
Conduct and coordinate After Action Reviews (retrospectives / post mortems) after all Major Incidents.
Collaborate with support teams, service owners and impacted IT stakeholders/partners to identify all technology or process/procedure gaps contributing to IT service outages as well as the remediation plan needed to avoid recurrence
Partner with key stakeholders regarding identified trends to track and to close gaps
Create and manage known error database entries
Your time will be split between two work streams
Kanban scrum for Problem Management work / projects
Facilitating post mortem calls with attention to detail and great communication
Project work that provide services to our stakeholders encompass:
Developing, refining and documenting Problem Management operation policies, processes and procedures
Create and manage known error database entries
Assist in developing a defined process on how to manage the post mortem process.
Identifying areas of the problem management process which are ideal for automation in order to reduce toil.
Work directly with Engineers to ensure best practices around design and development, source code control, and issue tracking.
About You
5 plus years experience in a similar role related to Problem Management
Incident Management and Problem Management
Demonstrated ability to facilitate and manage often contentious, cross discipline reviews of root cause and gap analysis and recap discussion and decisions made concisely and accurately
Demonstrated ability to foster collaboration across multiple teams, skill sets and personalities
Experience with leveraging a variety of root cause investigation methodologies
Experience with Agile practices (JIRA / Confluence)
Experience knowledge with AWS, GCP, and/or on-premise.
Ability to work independently and learn quickly.
A bachelor's degree in computer science, engineering, and/or similar experience.
Strong written and verbal communication skills
ITIL V3 or V4 certification
What We Offer
Competitive compensation package.
Fun, relaxed work environment.
Education and conference reimbursements.
Parental leave top up.
LI-Remote
theScore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.
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