Service Operations Analyst

May 1

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Gaming Innovation Group

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Industry leading platform and media provider delivering world class solutions to our iGaming partners and their customer

iGaming • platform provider • performance marketing • sports betting services • software

501 - 1000

Description

• Provide 1st line support to respond, investigate and resolve escalated incidents and service requests through the internal Service Management system • Being a product and service champion for our platforms and ensure client’s full adoption through continuous support and customer-focused approach • Proactive monitoring of live production environments and event management • Hands-on handling and troubleshooting of a wide variety of support matters • Identify application defects and follow-up on the issues with other internal service teams forming part of the support framework, and external service provider(s) • Identify 3rd party platform problems and communicate as necessary, both internally and externally • Liaise with service providers and other teams, following incidents through to resolution • Build internal knowledge base and self-support articles to help in acting faster on future incidents • Speedily interpret and process data from various sources in a fast moving and changing environment • Define and implement enabling tools to run and operate efficiently • Taking immediate action to mitigate losses to both business and customer

Requirements

• ITIL Foundation certified or equivalent experience working in an organisation adopting ITIL best practices • 2 years experience in a 24x7 production support environment • Experience in using Atlassian Jira, Confluence and Opsgenie • Experience in the Gaming sector of more than one year • Experience with Service Monitoring tools

Benefits

• Generous on-call compensation • Friendly and professional work environment • Opportunities for growth and development