Group Monitoring Center Administrator

Let's play together About our company Fortuna has become an established brand among customers within just a few years. We became a proud international Family of companies carrying Fortuna Entertainment Group from the first betting shop. We want to go further and be known for having the best tech department offering our employees the usage of modern technologies, and being part of many exciting projects. Every detail underlines the company's corporate culture and represents our values. The workplace layout is 100% ecological, providing ideal conditions for everyday work. We all work as one team and treat each other with respect, openness, a sense of honor and respect for individual and cultural differences. Hey there! We're Fortuna Entertainment Group, and we’re excited to share why we’re a team worth joining. Who We Are? Founded in 1990, FEG is a top player in the betting and gaming industry. We proudly serve millions of customers across five European countries – Czech Republic, Slovakia, Poland, Romania, and Croatia – with our Business Intelligence operations based in India. Why Join Us? At FEG India, you’ll be part of a team that’s powering the digital future of one of Central and Eastern Europe’s leading betting and gaming operators. We’re a growing tech hub delivering high-quality solutions in Data, BI, AI/ML, Development, and IT Services. Your work here directly supports global operations — and we make sure our people grow with us. Current Opportunity Right now, we´re seeking a Monitoring Centre Administrator who will be Monitoring Centre 24x7 operations. Run and contribute to key IT Service Operation processes on the FEG Group level – mainly event, incident, change, problem and knowledge management. Ensure compliance with internal Service Level Agreements measured via service level objective (KPI). What You’ll Be Doing Your daily activities will include, but not limited to: Acts as a single point of contact (SPOC) for incidents and/or technical issues form FEG affiliates (brands), customer operations units, retail branches as well as other stakeholders. Actively monitors FEG IT environment and service metrices (KPI) to ensure maximum availability and performance of FEG services (on Group level as well as brand specific ones). Actively identifies, assesses, records, resolves and/or escalates incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer-sensitive manner. This includes IT incidents, technical incidents form customer operations units and retail branches and also employee-reported incidents and requests. Knows about ongoing changes / deployments in FEG IT environment, actively monitors them and coordinates, if necessary. Also correlates incidents to ongoing changes / deployments. Has an overview about current IT problem tickets and/or know errors, correlates incident and problem tickets, enriches information in problem ticket. Effectively applies solution described in known error database. Closely communicates with customer operations and bookmaking units to have an awareness about customer complaints, customer impact and its progress during an active incident. Escalates major service disruptions to Emergency Incident Manager and actively supports him/her in making appropriate decisions and/or actions. Shares information about past and active incidents with peers and superior ensuring smooth handover and continuity between working shifts. What We’re Looking For Bachelor’s or Master’s degree At least 3 year experience on a similar position Technical knowledge Knowledge of English language at least on B2 level You Should Have Experience In Good knowledge of ITIL Incident and Problem Management Processes Good knowledge of IT systems Knowledge of Zabbix and JIRA is an advantage Why You’ll Love It Here We are the biggest omni-channel betting and gaming operator in Central and Eastern Europe, B2C High-tech Entertainment company Hybrid Working Arrangements (work from home) Flexible working hours Interesting innovative projects Cooperation across 5 markets and departments, international teams Variety of Tasks, where Problem-Solving and Creativity is needed Advancement, Promotions and Career opportunities for talents Skill Development & Learning options – both individual and team, development goals filled by individualised development plans Welcoming Atmosphere, open and informal culture and dress code, friendly colleagues, strong eNPS scores If this sounds like your kind of place, let us know by applying! We can’t wait to hear from you. Offices at FEG Your browser does not support the video tag.