We are seeking a Service Operations Specialist to join our Service Management Team, where you'll be instrumental in supporting our clients on our platform. In this role, you will be engaged in all aspects of creating and maintaining an optimal environment to support mission-critical 24/7 B2B client operations.
You'll be part of a close-knit, professional team that thrives on collaboration, problem-solving, and delivering rapid results. If you're someone who enjoys tackling challenges, working under deadlines, and celebrating success with your team, this role is perfect for you.
Key Responsibilities
Support and Escalation:
- Assist and guide our 1st line teams in investigating and resolving escalated incidents and service requests through the internal Service Management system.
- Liaise directly with internal technical teams when immediate resolution is not possible.
- Take ownership and assist in resolving complex issues and incidents, using advanced troubleshooting skills to find solutions efficiently.
- Be part of an on-call schedule to assist 1st line teams when necessary, during major incidents.
Monitoring and Event Management:
- Implement and maintain monitoring and event management tools for live production environments.
- Identify and implement new monitoring strategies to ensure our platform remains available and performs as expected.
- Speedily interpret and process data from various sources in a fast-moving and changing environment.
Knowledge Management:
- Build and maintain an internal knowledge base and self-support articles to help our 1st line team act faster on future incidents.
- Provide guidance and mentorship to our 1st line team members, assisting in their professional development and knowledge enhancement.
Communication and Collaboration:
- Liaise with service providers and other teams, following incidents through to resolution.
- Identify application defects and follow up on the issues with other internal service teams and external service providers forming part of the support framework.
Continuous Improvement:
- Proactively identify areas for improvement within the team's processes, workflows, and technical capabilities.
- Collaborate with team members to develop and implement initiatives to increase efficiency and enhance the overall quality of the team.
Requirements
- BSc. degree in IT or equivalent certification
- ITIL Foundation certified or equivalent experience working in an organisation adopting ITIL best practices
- Experience with monitoring tools and applications such as Grafana, Zabbix, Prometheus, Alert Manager, PRTG, Nagios, and Kibana
- Scripting experience using Bash, Python, Powershell, Selenium etc.
- Basic programming knowledge
- Experience in a 24x7 production support environment
- Experience with Business transaction monitoring
- Experience using Linux in a production environment
- Experience using Atlassian Jira, Confluence, and Opsgenie
- Knowledge of server and network management principles and protocols. CCNA, LPIC, and Microsoft certifications would be considered an asset
- Ability to lead and mentor other team members
- Strong problem-solving abilities
- Experience in iGaming industry is considered a plus.
