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 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 Engineering teams and Product Owners, in an agile environment, your role is to ensure effective communication and transfer of knowledge between Engineering teams and IT Operations, fundamentally minimising resolution times and turnaround of code-fixes.
Job Duties
* Providing a technical input to Incident Reports for P1 Critical/ P2 High priority issues.
* Daily call management of escalated tickets, providing regular customer/ business updates on assigned support calls, and working in-line with internal SLA’s (response and resolution targets).
* Proactive system monitoring through effective analysis of platform performance, helping to ensure any potential performance degradation can be mitigated at the earliest opportunity.
* Acting as a point of contact for Internal and External Engineering/ Support teams to aid in the timely delivery of FE bug fixes, with an in-depth knowledge of open support cases and statuses.
* Management of ‘Small-Works’ bugs across various digital platforms, co-ordinating with Engineering teams (internal squads and external) and managing release of code-fixes into Production environments.
* Aiding in the delivery of effective Problem management, acting as a technical resource offering expertise as and when called upon.
* Providing in-depth product knowledge and ensuring bugs/ Incident/ Problem requirements are thoroughly documented when liaising with internal and external Engineering teams as well as providing a presence on Engineering stand-ups to ensure progression of ‘Small Works’/ Incidents.
* Assisting in weekend/ major event planning and ad-hoc reporting.
* Highlighting trends and recurring incidents to help facilitate effective Problem Management.
* Ensuring process documentation, KEF’s and internal documentation are accurate and up to date.
Your day-to-day tasks will include:
* Progressing issues/ incidents that have been escalated from Betfred Service Desk.
* Liaising with 3rd party customers/ suppliers to ensure effective resolution of support calls.
* Liaising with relevant Support teams and other IT departments where necessary to ensure timely resolution of Incident and problem tickets.
* Providing technical input to P1 Critical and P2 High priority incidents working closely with the Incident Manager to see through to resolution, in line with Incident Management Process.
* Assisting with the day-to-day pro-active monitoring and respond to alerts across multiple monitoring tools, escalating critical incidents to Incident Management team where necessary.
* Continually proposing and contributing to the teams monitoring strategy to ensure IT teams are equipped with crucial Platform stats/ data/ alerts, to proactively minimise faults/ bugs/ incidents.
* Ensuring all IT policies and procedures are followed (including Incident, Problem, Change Management and PCI-DSS/ UKGC Compliance).
* Managing/ participating in Support and PMO projects when requested, presenting workshops to the team/ Management where necessary, as well as contributing to any supporting documentation.
* Attending daily stand-ups with relevant Delivery teams.
* Liaising with internal Business product teams to ensure real-time prioritisation of ongoing bugs/ incidents and provide status updates, as necessary.
Knowledge, Skills and Experience
* Experience Support/ Maintaining/ aiding in delivery of a Digital Platform/ Service or recent relevant qualification.
* Previous experience and/or understanding of Windows Server OS.
* 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 verbal communication skills, and excellent stakeholder management.
* Scripting knowledge such as PowerShell.
* Monitoring tools (SolarWinds / Instana/ SPLUNK/ Prometheus/ Zabbix).
* ITIL working knowledge or qualification.
* The ability to adapt and learn new technologies.
* Eye for detail, with a very clear and organised approach to delivery.
* Sound knowledge in the Gaming and Sports industry.
* Previous experience and/or understanding of cloud-based infrastructure (ideally AWS).
* Operated in/ understanding of an ITIL environment, where Incident/ Problem Mgmt, Change Control, etc are implemented.
* Previous experience in a busy, fast-paced IT environment, working to agreed SLAs and other KPIs beneficial.
* Experience in prioritising operational and development backlogs.
* Operated in/ understanding of an Agile Development/ Delivery environment.
What is in it for me?
* £25,000 - £30,000 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: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you!
* Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
* Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.
Get Recognised:
* 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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