Monitoring Support Team Lead

The Monitoring Team is a crucial part of the Incident Report Operational Center (IROC). The team is dedicated to centralizing incident monitoring, detection, and initial response across all relevant systems. Our mission is to ensure business continuity and protect customer experience by proactively managing incidents. This role operates 24/7 to ensure immediate response and detailed incident reporting, documenting all actions and outcomes for transparency, accountability, and continuous improvement in incident management.

Join the team at our new Brazilian Playtech Managed Services (PTMS) office, where we work together to support and enhance our live products and services. Be part of a global, dynamic and innovative team that values collaboration, continuous learning, and excellence.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.

• Lead the local Monitoring Team in Playtech Sao Paulo to deliver consistent, high-quality services.
• Perform Monitoring, Incident Management, Redundancy and Incident Reporting activities.
• Work on shifts (16/7 coverage).
• Monitor multiple business systems and detect incidents across multiple service dependencies.
• Monitor and enhance the Monitoring Team performance to meet SLA requirements.
• Utilize and maintain monitoring dashboards to track performance metrics and identify improvement areas.
• Ensure the Monitoring Team responds swiftly to incidents.
• Review existing Incident Management documentation and contribute to the enhancement of new materials.
• React by executing appropriate redundancy protocols based on service type.
• Coordinate incident communication with multiple parties.
• Familiarize yourself with Incident Management documentation.
• Learn the company products at a technical and operational level, including backend settings, integrations and monitoring dashboards.
• Liase with third parties during Incident Management.
• Understand how the environments and available configurations work.
• Acquire insight into Incident Management processes in a global company.
• Communicate daily with other teams in and outside the company.
• Constantly develop skills and get new knowledge in the Incident Management domain.
• Carry out investigations to determine Incident root causes.

• Components for success. You are willing to develop your career in Incident Management.
• You have previous experience in Monitoring, Incident Management or a similar role (1 year minimum, 2 or more years recommended).
• Possess knowledge of Monitoring and Incident Reporting methodologies and processes.
• Have good written and verbal communication skills in English and you can communicate with team members, clients, and stakeholders in English.

• Having experience working with Grafana or similar tools.

• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A commitment to innovation and excellence.
• A diverse and inclusive workplace where everyone is welcome.
• Comprehensive benefits and competitive compensation.

In addition to your CV, please add a brief motivation letter covering your goals, your current experience in Monitoring or related fields, and/or working in a corporate environment. You can write it in the comment section at the end of the application page (under "your message to the hiring manager").

The Monitoring Team is a crucial part of the Incident Report Operational Center (IROC). The team is dedicated to centralizing incident monitoring, detection, and initial response across all relevant systems. The team monitors all business systems, detects incidents across multiple service dependencies, and reacts by executing appropriate redundancy protocols based on service type. We manage incident communication and documentation across all service types and criticality levels.

We operate 24/7, ensuring immediate response and detailed incident reporting, documenting all actions and outcomes for transparency, accountability, and continuous improvement in incident management.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Gambling Facilities and Casinos

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