Service Operations Support Engineer - NOC Engineer

November 19

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Gaming Innovation Group

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

501 - 1000

Description

• We are looking for a Service Operations Support Engineer to join our team responsible for supporting clients on our platforms. • You will work on all aspects of troubleshooting mission-critical 24/7 client operations. • Your mission will be to provide excellent B2B customer support to our clients in order to ensure our very high quality standards are met. • You need to be a great communicative person, proactive, self-motivated and with a strong customer-focused attitude which will ensure building outstanding relationships with our clients. • You will be joining a tight knit, friendly, professional team of people who are dedicated to provide support, get excited to solve tough problems, and like seeing results, fast. • You get excited by challenges and deadlines and are driven to succeed and know how to celebrate with your team, when you do. • To fill this role you need to be available to perform all three shifts in a 24/7 rotation: • From 10/11AM to 18/19PM (Argentina) • From 18/19PM to 2/3AM (Argentina) • What you'll be doing: • 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 • Escalating directly to other internal support teams where a resolution is not immediately possible • 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

• Attention to detail • Ability to detect urgencies, assess impact and prioritise • Work well under pressure • Ability to efficiently solve problems • Excellent interpersonal skills • Customer and Service-centric approach • Flexible team player • Excellent verbal and written communication skills • Language proficiency: • Required: English C1/C2 • Preferable: Spanish B1/B2 • Willingness to work 24/7, covering different shifts during the day and night, in a rotation • 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