Digital Services Engineer

About Us

Our mission is to dominate the betting and gaming industry on a global scale and we need the very best Tech talent to help us achieve this.

We recently migrated all of our customers onto our very own proprietary platform so its an exciting time to join us. With the help of our new platform were able to pioneer new products and drive more advanced creative technologies. The result Unrivalled experiences for millions of customers worldwide.

Betfreds Technology department is driven by innovation and youll be at the heart of unlocking our new platforms potential. So if you want to help shape the future of betting and gaming then its to time to join us.

Job Purpose

Working within IT Service the Online Support function is fundamental to the Businesses Digital Platforms and related services.

The team is responsible for supporting all applications and services used across the Betfred Digital Business as well as external customers liaising with 3rd parties where relevant reacting to incident escalations as well as providing platform expertise to aid in the investigation and resolution of Live Incidents/ Bugs.

Working closely with internal Development teams and Product Owners in an agile environment your role is to ensure effective communication and transfer of knowledge between Development Teams and IT Operations fundamentally minimising resolution times and turnaround of codefixes.

Job Duties

Prioritise and provide advanced troubleshooting of incidents escalated via ServiceDesk across a range of technologies: Internal software MySQL Instana Loki RabbitMQ Linux & Windows OS Splunk Prometheus Grafana.

Develop clear and concise internal troubleshooting documentation to streamline incident resolution ensuring each guide includes stepbystep instructions common error scenarios and solutions tailored to our systems and workflows.

Provide product expertise to help ensure that services and components meet and continue to meet all their agreed performance targets and service levels.

Investigate all breaches of service level objectives initiating remedial activities where possible.

Use application management software and tools to investigate issues collect performance statistics and create reports.

Continuously suggest and contribute to the teams monitoring strategy to ensure IT teams are equipped with essential platform metrics data and alerts enabling proactive identification and reduction of faults bugs and incidents.

Identify and analyse trends and recurring incidents to support efficient Problem Management.

Participate in daily standup meetings with development teams to stay aligned on priorities and progress.

Collaborate with internal business and product teams to ensure realtime prioritisation of active bugs and incidents providing timely status updates as needed.

Knowledge Skills and Experience

Essential

Experience Support/ Maintaining/ aiding in Delivery of a Digital Platform/ Service or recent relevant qualification.

Previous experience and/or understanding of Windows & Linux OS.

Experience with one or a number of the following monitoring tools: Instana Splunk Loki Prometheus Grafana.

Experience with Database technologies such as Mysql MongoDb or Redis and the relevant query language.

Previous experience and/or understanding of cloudbased infrastructure (ideally AWS).

Operated in/ understanding of an ITIL environment where Incident/ Problem Mgmt Change Control etc are implemented.

ITIL working knowledge or qualification

Previous experience in a busy fastpaced IT environment working to agreed SLAs and other KPIs beneficial.

Operated in/ understanding of an Agile Development/ Delivery environment.

Understanding of the full web technology stack (network TCP/IP DNS routing HTTP/S)

Ability to organise and prioritise tickets working off their own initiative.

Excellent written and oral communication skills and excellent stakeholder management.

Desirable

RabbitMQ

Scripting knowledge such as PowerShell Python.

Sound knowledge in the Gaming and Sports industry

Experience in prioritising operational and development backlogs.

What is in it for me

• per annum depending on experience

Be Rewarded:

• Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.

• Secure Your Future: Build a nest egg with monthly pension contribution helping you prepare for the future.

• Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.

• Refer and Earn: Cashin on our Refer a Friend programme were always looking for exceptional individuals like you!

• Peace of Mind: Benefit from a death in service benefit though we hope youll never need it.

• Save Smart: Enjoy discounts and cashback offers from a diverse range of highstreet and online retailers saving on everyday essentials and indulgences.

Get Recognised:

• Celebrate Longevity: Join our longservice recognition programme honouring the dedication of our loyal team members throughout their careers.

• Peer and Manager Acknowledgment: Recognise and be recognised for your achievements earning points redeemable with over 700 global retailers.

• Lifes Milestones: Receive a gift to celebrate the birth of a baby adoptions and weddings along with an extra day off for your wedding day.

Feel Valued:

• Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family ensuring prompt health answers that fit your schedule.

• Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support including facetoface counselling and selfhelp resources.

• Financial Wellbeing: Optimise your budget with our financial wellbeing package offering realtime earnings tracking and early access to earned pay to help support you with unexpected bills.

• Savings Made Easy: Set up salarybased savings and earn a 5 boost through our savings scheme.

• Personalised Financial Guidance: Access oneonone support from an independent Financial Coach.

• Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme covering childcare family matters relationships addiction legal issues financial concerns and more.

• Holistic Wellbeing Tools: Explore a wide range of resources for physical mental nutritional and financial wellbeing through our Wellbeing App.

• Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.