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Senior Operations Support Analyst
2 weeks ago
iGaming:
If it's iGaming, we know a thing or two. At Light & Wonder, It's all about the games, and our digital team leads the global iGaming market, providing jaw-dropping content and innovative software that powers the world's most successful online gaming providers.
Position Summary
Light & Wonder
is the global leader in cross-platform games and entertainment. The company brings together 5,000 employees from six continents to connect content between land-based and digital channels with unmatched technology and distribution. Guided by a culture that values daring teamwork and creativity,
Light & Wonder
builds new worlds of play, developing game experiences loved by players around the globe. The company's OpenGaming(tm) platform powers the largest digital-gaming network in the industry. Light & Wonder is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices.
To learn more, visit
We are on the look out for a
Senior Operations Support Analyst
to join our team
Working as part of a global team, the
Senior Operations Support Analyst
will play a key role in the centralized Incident communication process for internal and external partners. You will be responsible for leading a team in delivering professional, accurate, and timely service including triaging and resolving issues in production, application monitoring, contact handling and incident coordination for business-to-business (B2B) customers. This individual is a fantastic communicator, possessing technical skills, with solid industry knowledge which enables them to assist customers and adhere to defined Service Level Agreements (SLAs). You will also need to be a flexible team player and available to work in the afternoon/evening hours.
Primary Responsibilities
- Offer Service Desk support through phone, e-mail, Jira and other channels
- Provide timely response to all incidents, outages and performance alerts
- Triage, troubleshoot and resolve customer issues related to production environments
- Categorize and prioritize issues for escalation to appropriate technical teams
- Act as lead while on shift - Be the task coordinator in the absence of a Team Leader. Ensure the team complete their duties up to high expectations. Act as a point of contact for any escalations.
- Monitoring production applications, servers, and networks, acting promptly on alarms and degradation/outage events
- Notify partners of issues, outages, and remediation status
- Proactively remain current with internal Standard Operating Procedures
- Acquire expert product knowledge in casino & Sportsbook products, business partners, company structure, organization, and industry
- Seek out and recommend automation to reduce manual workload
- Other ad-hoc requests as assigned
Qualifications
- Prior experience working with ITIL or similar Process Management System
- Must be organized and detail oriented with a strong focus on providing superior Customer Service
- Excellent written and verbal communication skills, can interact with customers and internal departments to gather information and translate technical concepts
- Strong time management skills that enable performance and delivery of results while working in a high-volume work environment
- A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed
- Enthusiastic attitude with a strong desire to learn all aspects of the iGaming business
- Must be able and willing to operate in a 24/7 environment as part of a global business function
Nice to Haves
- Previous experience in the Online Gaming industry
- Experience in handling Major Incidents
- Bachelor's degree in IT or computer-related field, or equivalent work experience
- Technical certification(s) an advantage
Additional Information
Why would you enjoy working with us at Light & Wonder?
- Competitive benefits, an open and supportive environment as well as a modern and exciting workplace.
- The opportunity to interact with global teams on a regular basis and the possibility to switch teams and projects as you and our business continues to develop and grow.
- Exciting projects with opportunities for creating positive change to our game engineering ecosystem.
And if that is not enough; you will get to enjoy a
stunning work location
and
flexible hybrid working
whilst we provide you with the guidance and
development skills
you need to progress quickly and
enhance your career
.
