Engineer - RTS

As a Engineer RTS you will be responsible for daily Production Support functions for a suite of applications.

Reporting to the Manager RTS you will be part of the Retail technical Support in India who will ensure functioning of the production environment with the view to maintain stability and control.

What you will do

• Act as the first point of contact for users seeking technical assistance over the phone email chat or self -service request. 

• Triage and diagnose reported faults applying standard fixed protocols as required. 

• Perform remote troubleshooting through diagnostic techniques and pertinent questions 

• Accurately log incidents via Service Now tool and ensure all relevant data is captured. 

• Regularly updating incidents logged on to the Incident Management system and provide end users with a technical solution within Service Level Agreements. 

• Escalate incidents where a first-time fix is not possible to relevant internal resolver group 

• Identify and escalate situations requiring urgent attention. 

• Pass on any feedback or suggestions from customers to the appropriate internal team 

• Identify and suggest possible improvements to procedures 

• Monitor progress and resolve incidents whilst ensuring customer satisfaction through proactive updates frequentcontactand escalation where necessary. 

• Escalate potential service issues initially with Team Leader/Service Desk Manager 

• Follow up on calls and chase 3rd party resolvers to meet contractual SLAs 

• Manage Service Desk emails (Governance) 

• Finding ways to improve the overall customer experience 

Qualifications :

• Good understanding of applying the ITIL framework 

• Excellent written and verbal communication skills 

• Problem-solving ability to diagnose and resolve basic technical issues. 

• Demonstrates eagerness to learn and be flexible with the ability to multi-task. 

• Possess attention to detail and follow-through. 

• Ability to be flexible multi-task and organize priorities in a fast-paced work environment while maintaining a high level of focus and accuracy. 

• High level of professionalism and ability to maintain confidentiality. 

• Ability to diagnose and resolve basic technical issues 

• Proficiency in English 

• Customer-oriented and cool-tempered 

• BSc/BCA/BTech in IT Computer Science or relevant field. Previous experience in Retail Gaming is ideal but not essential 

• Able to deliver high standards of Customer Service and recognize different customer needs 

• Ability to work under pressure and to tight deadlines 

• Proven ability to build effective relationships with colleagues and customers and within a team 

• Flexibility to work in differentshifts along with rotational week offs(including night shifts) with minimal notice. 

Additional Information :

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. Working for us you can expect to receive great 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 Entain India 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. 

At Entain India 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.

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

Remote Work :

No

Employment Type :

Full-time