Support Operations Analyst

The Support Operations analyst role within the Global Command Centre is a multitask pivotal first line support role in Technology at Entain.  The role is our first response to the wider business teams internal technology and engineering teams and our range of partners and vendors meaning it represents everything that GCC stands for and wants to achieve as the face of our team. The SOA ensures we respond to the issues and incidents found or reported in the correct way and with the necessary priority and urgency. Taking responsibility and ownership of all live issues and ensuring they are dealt with effectively. Working closely with technical support engineers within GCC and the wider teams the SOA is an expert in how our business works and how to get something fixed or resolved

Key Responsibilities

• Manage tickets for GCC ensuring the correct data is entered and the correct triage is undertaken
• Respond to Teams channels and chats that are in place with wider ops and tech teams
• Assist in recovery of Major Incidents and Problem root cause investigations be able to interpret monitoring data to confirm impact to business
• Carry out first time fixes as per documented knowledge bases
• Create and maintain articles within our knowledge base to ensure knowledge sharing across whole team
• Monitor systems across a range of monitoring and alerting platforms including Kibana Grafana and SCOM and response to alerts appropriately
• Manage communications from third parties and vendors when reporting live issues planned works or requesting information
• Ensure awareness of product launches large changes or large events which require a higher level of support or communication
• Working closely with customer service teams globally to resolve technical customer issues

Qualifications :

• 2 years of relevant IT experience in front Line Production Support environment
• Knowledge and understanding of multiplatform Technology environments mobile and web application delivery and on premise datacenter infrastructure
• Knowledge and understanding of ITIL processes ITIL certification desirable but not essential
• Experience in ITSM toolsets and ticket management Service Now experience desirable but not essential
• Excellent written and oral communication skills this is a huge part of the SOA role which interacts with customers and staff all over the world
• Experience of interpreting monitoring and alerting data into customer or business impact
• Highly organized and can manage more than one thing at a time effectively

Behaviors

• Can communicate effectively with colleagues at different levels and from varying global locations. Has the ability to identify cultural differences and act accordingly
• Has a growth mindset always sharing knowledge and striving for improvement
• Takes responsibility for their work
• Plays a part in the wider GCC success in support of Entain

Additional Information :

At Ivy we know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning.

Depending on your role and location you can expect to receive benefits like:

• Safe home pickup and home drop (Hyderabad Office Only)
• Group Mediclaim policy
• Group Critical Illness policy
• Communication & Relocation allowance
• Annual Health check

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.  

At ivy we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify across any protected characteristic our ambition is to ensure ourpeople across the globe feel valued respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.

Remote Work :

No

Employment Type :

Fulltime