Support Operations Analyst
Entain
full-time
Required skills
- itil
- itsm
- service now
- kibana
- grafana
- scom
About the role
The Support Operations analyst role within the Global Command Centre is a multi-task 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
About Entain
Ivy is a global, cutting-edge software and support services provider, partnering with one of the world's biggest online gaming and entertainment groups. Founded in 2001, we've grown from a small tech company in Hyderabad to one creating innovative software solutions used by millions of consumers around the world, with billions of transactions taking place to head even some of the biggest technology giants. Focused on quality at scale, we deliver excellence to our customers day in and day out, with everyone working together to make what sometimes feels impossible, possible.
This means that not only do you get to work for a dynamic organization delivering pioneering technology, gaming and business solutions, you can also have an exciting and entertaining career. At Ivy, Bright Minds Shine Brighter.
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