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 it's an exciting time to join us. With the help of our new platform, we're able to pioneer new products and drive more advanced, creative technologies. The result? Unrivalled experiences for millions of customers worldwide.
Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our new platform's potential. So, if you want to help shape the future of betting and gaming, then it's time to join us.
Job Purpose
The Problem Analyst at Betfred Technology will oversee and maintain the Problem Management Process by monitoring, analysing, updating, and reviewing all Problems logged within the ITSM tool. This role will include problem analysis techniques to enable trend and analysis of incidents for both proactive and reactive problem management.
They will also play a role in overall IT Service Management function by ensuring the smooth running of other critical processes such as Change, Event and Incident Management.
Job Duties
* Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
* Investigates problems in systems, processes and services, in collaboration with wider Technical Support functions.
* Analyses service delivery performance to identify actions required to maintain or improve levels of service.
* Chair Incident/ Problem retrospective meetings by creating agendas, driving subsequent actions, coordinating with representatives from wider technical teams where required.
* Maintain the operational processes within the Betfred Technology Problem Management, overseeing evolution and development of the process, as well as team member training and onboarding.
* Identifies risks and vulnerabilities, assesses their impact and probability, and supports the development of mitigation strategies.
* Maintain the inventory of problems under analysis, ensuring they are appropriately categorised and prioritised and their current progress/status is kept up-to-date.
* Develop, maintain and monitor the effectiveness of the Known Error Database and make recommendations for improvements.
* Performs tasks to monitor service delivery against service level agreements and maintains records of relevant information.
Knowledge, Skills and Experience
* Previous experience in a Problem Analyst/Manager or Project Co-Ordinator role is essential.
* Previous experience in conducting root cause analysis/preventative actions using various methods within a multi-supplier organisation is essential.
* Strong administration skills with high attention to detail.
* Self-Motivated, pro-active and can demonstrate initiative.
* Customer focused and able to build relationships through effective communication across technical, project, process and stakeholder teams.
* Experience working in an Agile environment is desirable.
* Experience in Gambling/Gaming or other regulated environments.
* Atlassian suite, Instana, Grafana and Solarwinds tool experience.
What is in it for me?
* £28,000 - £36,000 per annum, depending on experience.
* Flexi-time (start anywhere between 7am and 10am).
Be Rewarded:
* Celebrate Longevity: Join our long-service 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.
* Life's 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 face-to-face counselling and self-help resources.
* Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
* Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
* Personalised Financial Guidance: Access one-on-one 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.
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