Fortuna Entertainment Group was established in 2009 and became the largest Central European betting operator. Originally a Czech firm, it has grown into a holding company over time, and it now also operates on the Slovak, Polish, Romanian and Croatian markets with more than 6 thousand employees globally.

Group ITSM Lead (Incident & Problem)

We’re now looking for an experienced ITSM Lead who will own the company´s IT Incident & Problem Management processes.


Incident Management:

  • Maintain and develop IT Incident Management processes and related documentation
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule, and conduct incident reviews
  • Set, review, and adjust monitoring checks and triggers
  • Regularly review and adapt the processes according to the company needs
  • Part of on-call rota for Emergency Incidents point of contact
  • Identify problems proactively
  • Closely cooperates with IT Operations Centre

Problem Management:

  • Develop, introduce, and implement IT Problem Management process
  • Apply a structured methodology and leads Problem Management activities
  • Coordinate high priority problems
  • Own and maintain Known error database (KEDB)
  • Identify problems proactively
  • Be responsible for final closure of all problems
  • Manage all IT Problems throughout their whole lifecycle (impact and risk analysis, stakeholder identification, team coordination, implementation schedule, etc.)


  • Prepare regular reports within the responsible area
  • Actively participate on the CMDB data quality improvements
  • Regularly review and adapt the processes according the company needs


  • Minimum 3 years of relevant experience with knowledge of ITIL operation processes
  • Can lead diverse teams
  • Project management experience
  • High level orientation in IT landscape (HW, Network, basic architecture principles)
  • Knowledge of Czech and English language at B2 level


  • Annual bonus
  • Cafeteria plan and electronic meal vouchers
  • Discounts and promotions by our partners and Penta group companies (e.g. Dr. Max Pharmacies: Gold Partner)
  • Flexible working hours and occasional home office
  • 5 weeks of vacation
  • An interesting and challenging job of a successful international group at the Prague headquarters (informal international teams, communication in English on daily basis)
  • No dress code
  • Various events for employees (sports and corporate events, internal competition for tickets for sports and social events etc.)
  • Brand new offices in the Churchill office complex
  • Our own café, relaxing zone, gym and great amenities around the office

Informace o pozici

Na Florenci 2116/15, Praha – Nové Město
Required education: Secondary education or professional training with a school-leaving exam
Required languages: Czech (Advanced), English (Advanced)
Benefits: Bonuses, Cell phone, Discount on company products / services, Notebook, Contributions to the pension / life insurance, Flexible start/end of working hours, Meal tickets / catering allowance, Holidays 5 weeks, Educational courses, training, Cafeteria, Refreshments on workplace, Contribution to sport / culture / leisure, Occasional work from home, Corporate events, Individual schedules of working hours, Individual budget for personal growth
Listed in: IS/IT: Consultations, analyses, and project management, IS/IT: Application and system development
Employment form
Employment form: Full-time work
Contract duration
Contract duration: Permanent
Employment contract
Employment contract: employment contract
Employer type: Employer

FORTUNA GAME a.s., Denisa Laurinová