Incident Management Specialist

About the role

We are looking for an Incident Management Specialist to join our Service Management Department. The role focuses on restoring IT services quickly after incidents, minimizing impact on business operations, and supporting our global gaming platform.

Key responsibilities

• Receive, review, and triage incident tickets and service requests from internal staff and worldwide partners.
• Reproduce issues, define priorities, perform first‑level troubleshooting, and assign tickets to the appropriate team.
• Maintain continuous communication with responsible teams, management, and partners, providing multilingual updates in English and Russian.
• Document maintenance activities, prepare daily/weekly/monthly reports, and create presentations for various departments.
• Stay current with all company products, software, and procedures, and contribute to knowledge‑base creation.
• Support Service Desk, Change Management, and Release Management during non‑working hours.

Required profile

• Undergraduate degree in IT or Management (preferred but not mandatory).
• Fluent verbal and written communication in Armenian, English, and Russian.
• Ability to work rotating shifts (morning, afternoon, evening, night).
• Strong analytical and reporting skills, with a proactive and flexible attitude.

Required skills

• Proficiency with MS Office.
• Experience with Atlassian Jira or similar ticketing tools.