Overview:
DragonMedia.io supports a prominent Slot Game Provider known for developing high-quality online gaming experiences and solutions worldwide. As our partner continues to grow, we seek a proactive and detail-oriented iGaming Iteration Manager to oversee and ensure the smooth flow of support operations within our team.
The ideal candidate will manage processes, monitor progress, and collaborate with various stakeholders to maintain high levels of service and transparency. This role requires in-depth knowledge of the Jira platform and Atlassian tools to effectively manage support tickets, address issues promptly, and uphold our client SLAs. Experience within the iGaming industry will be highly advantageous.
Key Responsibilities:
- Process & Flow Management
- Monitor and manage the progress of support tickets and workflows to ensure timely resolution.
- Identify bottlenecks and proactively implement improvements to maintain an efficient support process.
- Stakeholder Collaboration:
- Work closely with internal teams and external clients to ensure issues are clearly communicated and resolved.
- Facilitate regular meetings and updates to keep all stakeholders informed about progress and any challenges.
- Ticket Management:
- Oversee the assignment and tracking of support tickets using Jira and other Atlassian tools.
- Ensure tickets are addressed in a timely manner according to established SLAs and internal standards.
- Transparency & Reporting:
- Provide regular updates and clear reporting on the status of support issues, both internally and for client-facing communications.
- Maintain documentation on processes and issue resolution strategies to support continuous improvement.
- Problem Resolution:
- Act as the point of escalation for in-house and client-related issues, ensuring they are resolved effectively.
- Collaborate with technical teams to troubleshoot and resolve complex issues when necessary.
Experience:
- Proven experience in a support or project management role.
- Demonstrated experience working with Jira and Atlassian tools to manage workflows and tickets.
- Strong organisational and process management skills.
- Excellent communication and stakeholder management abilities.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Problem-solving mindset with a focus on continuous process improvement
- Familiarity with client SLA management and reporting.
- Experience in agile or iterative project management methodologies is a plus.
- Experience within the iGaming industry would be highly advantageous.
Why Join Us?
- A competitive salary with growth opportunities.
- 25 days of annual leave.
- Flexible remote work options (hybrid preferred).
- Health insurance (following the probationary period).
- A dynamic and collaborative work environment with regular social events.
