IGT Incident Manager in Toronto, Ontario

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees.

The SPIELO brand within IGT represents a complete range of end-to-end gaming products for diverse gaming segments, including distributed government-sponsored markets, commercial casino markets, and Amusement With Prize (AWP) markets.

Incident/Service Manager:


The Incident/Service Manager is part of the Interactive and Sports Betting Division of the Delivery organization.

Acts as primary point of contact between Client and Technical Organization, ensuring Client’s satisfaction, and acts a bridge on day-to-day basis between internal and client organization.

Is in charge to collect and address Client’s needs to maximize Client’s satisfaction.

Manages issues and production incidents reported either by the Client or by internal teams (e.g. customer care, operation, etc).

Coordinates the troubleshooting process and the internal teams/resources involved until full resolution of the incident.

Deals with the overall communication flow, especially during incidents, either to the Client and internally.

Collects data and produce comprehensive and recurrent reporting, to be circulated both to the Client and internally to IGT.

Ensures the adherence of the incident resolution process with the actions performed, through the utilization of the tools and providing regular updates.

Provides detailed incident reports and leads specific review meetings.

Involves the Technical Expert to provide technical opinion on the solutions adopted during incident resolution and possibly evaluate long term impacts and fixes.

Works close with the Project Manager to ensure and control that the projects roadmap is coherent with IGT and Client expectations and priorities.

Engagement model:

• Internal: frequent contact with numerous internal disciplines to coordinate incident resolutions and bug fix deployments.

• External:

o with the customer to discuss SLAs and production issues

o with vendors, and subcontractors to collect 3rd parties SLAs and support processes

Is a contributor to Knowledge Base Management and Continual Service Improvement Management.

Manages Quarterly review with internal Management

Professional background:

Minimum education is Bachelor of Science Degree with additional Education/Training or equivalent.

S/he is available to work outside standard business hours.

S/he must be able to work with limited supervision and be accountable for actions and decisions.

S/he has significant technical knowledge and problem solving attitude

S/he takes responsibility for his/her own actions. When faced with difficulties, looks for solutions.

S/he displays a sense of personal pride for his/her work.

S/he has a strong level of the following soft skills:

• Business Skills

• Client facing attitude

• Leadership

• Decision Making, Diagnosis & Troubleshooting

• Relevant work experience (5-7 years)

• Advanced written and oral communication skills

• Accuracy

• Initiative & Flexibility

• Work quality and efficiency

• Teamwork

• Team Mentoring

Nice to Have:

Deep knowledge of Interactive products and Client landscape.


IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, marital or family status, and any other personal attributes protected by federal, provincial or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com .