Incident Analyst (Night Shifts)

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7859 Sofia, Bulgaria IT Permanent

The role: Incident Analyst (Night Shifts)

 We are looking for an Incident Analyst for our night shifts to join our Technical Service Operations team in Sofia, Bulgaria.

You will have the opportunity to get involved in a huge breadth of dynamic projects and initiatives whilst also helping to build and grow a brand new ITSM function within the organization.

Are you our next star player?

You will have the chance to work in a collaboration with both technical and business units in the organization. Your contribution will have a direct impact to the internal customer experience as well as the public interface for incident management.
You will be in a position where to building strong relationships with stakeholders and constantly seeking customer feedback to ensure adequate service levels.

Why we need you

We are building a new team of Incident Analysts, that will cover night shifts and who will manage the full cycle of major IT Incidents. The role reports directly to the Team Lead – Incident Management, who is situated in Sofia. 

Some of your responsibilities:

  • Ownership, execution, and continuous improvement of the Incident Management processes
  • Resolving incidents through collaboration and data analysis
  • Ensuring all incident records are clearly recorded, assessed, classified, prioritized, assigned and actioned appropriately
  • Proactive communication and engagement with stakeholders
  • Provide guidance and train IT teams to ensure incidents are managed correctly
  • Ensure rigor and governance are sustained within ongoing incidents to support clear documentation and communication to customers.

Who we’re looking for

Your experience:

  • 1+ years’ experience working in an ITIL environment
  • Experience in a customer- focused role
  • Experience with JIRA or Confluence
  • Good understanding of IT Service Management process frameworks.
  • Understanding of: Firewall and VPN, TCP/IP routing, Network connectivity, Domain Names, and DNS Management, Web and Mobile services, Cloud Hosting, VMware, Windows, Linux, iOS and Android.

Your skills:

  • ITIL Foundation certification
  • Convey complex problems and to translate technical language into user-friendly information.
  • Good management skills
  • Analytical thinking

Your behaviours:

  • Self- motivated
  • Pragmatic
  • Communicative and friendly nature

What’s in it for you?

Our experience-based salaries are competitive. Plus, there’s a discretionary annual performance bonus. And we provide advice and dedicated assistance to those moving to Bulgaria.

Your package will include:

  • Health and dental insurance for you, your partner and your children (if you all live at the same address)
  • A personal interest allowance to let you learn something new or pursue a hobby
  • Social benefit package contributing to your lunch and transportation expenses.
  • 1,000 BGN as congratulations if you have a baby whilst you work for us
  • MultySport membership
  • In-house training and development of your skills, progressing your career.

What happens next?

If you’re what we’re looking for, next up will be a phone interview. And if that goes well, we’ll meet you for a face-to-face interview.

The Group

PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of FTSE 100 index of the London Stock Exchange, which brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.


We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.


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