Service Operations Engineer

At Sky Betting & Gaming we don't have Teams we have Tribes. Each Tribe is made up of small, agile and autonomous squads who work collaboratively with a shared purpose.

So whether you join our Bet Tribe, Early Careers Tribe or anything in between, you will work with a group of people with raw energy, natural talent, and the kind of spirit that helps us think big, act bold, and change the game.

It all means that we've created the kind of workplace that wins awards such as a place on the prestigious list of Sunday Times 100 Best Companies to Work For.

The Service Operations Engineer is the single point of contact for all technical service incidents, service requests, technical change activities and desktop support admin requests for Sky Betting & Gaming Production services. You'll work as part of a shift team responsible for service monitoring, first-line technical support, fault diagnosis, incident management and change co-ordination.

Working within a Service Management framework the successful candidate will be joining a busy and diverse service desk team that is rapidly growing and evolving in-line with the Sky Betting & Gaming business.

From a service desk or technical background the role is focused on ensuring the availability and performance of the Sky Betting & Gaming online services and back office systems, 3rd party data feeds and applications.

This is a 24x7x 365 shift based role which will provide exposure to multiple technical disciplines from application support to sysadmin and from desktop support to basic network admin. You'll be responsible for preventing service issues, managing incidents diagnosing faults and the technical resolution of faults in order to deliver the best possible customer experiences.

Key responsibilities:

• Be the first point of contact for all technical issues and demonstrate a high standard of service
• Implement Incident Management procedures effectively
• Provide in depth systems and network troubleshooting and level 1 support for all of our 24x7 services to minimise customer impact and financial loss
• Manage the resolution of fault tickets and the progression of general administration duties as required. Pass to 2nd line support teams as necessary.
• Keep the customer experience at the heart of what we do to ensure the best experience.
• Proactively manage the services and applications supported to increase reliability, ensure stability, validate backups, and reduce mean time to restore.
• Pro-actively monitor and diagnose service and technical based events from live monitoring systems.
• Log and fulfil service/desktop requests for users ensuring they all meet our audit requirements.
• Provide desktop support administration function to all our end users for day to day desktop and back office systems
• Identify and escalate situations requiring urgent attention
• Maintain strong team relationship with stakeholders and wider tribes
• Ensure that relevant parties are kept informed throughout any engagement
• Work with devop and development teams to review and make recommendations for our systems and services
• Creation and maintaining of knowledge base articles, documentation and tools
• Document timeline of events for incident reporting and/or post-mortem
• Work with the wider Service Management Team

Must have

• Troubleshooting skills in a multi-user high pressure environment
• Excellent written and verbal communication skills with peers, management, and stakeholders
• Willingness to work flexible shifts and scheduling including nights, weekends, and holidays
• Ability to explain complex IT concepts in simple terms
• Working within an Agile ITIL environment
• Willingness to learn and ability to quickly adapt to work in a constantly changing environments
• Enjoy learning new things and solving difficult problems
• Self-motivator with energy and drive for continuous improvement and a focus on delivering results, with the ability to relate technical issues in simplistic and meaningful way to our customers.
• Must have good attention to detail

Nice to have

• Bachelor's degree in Computer science or IT related field
• ITIL Foundation certified
• Worked in a NOC or IT support team
• Worked within a devops environment or are comfortable with a continuous delivery methodology
• Experience of Service management tools (e.g. Service Now), service monitoring and management tools.
• Knowledge of the betting and gaming industry and an interest in sports, gaming or poker would be desired along with internet technologies.
• Proven customer service skills gained ideally in a Service Desk or Customer Service role
• Microsoft Administration and Network administration
• Expertise in Linux Administration or LAMP environments
• Understanding of networking concepts such as Active Directory, DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications

Continental Shifts covering 24x7 based on 12 hour shifts (3 on 4 off pattern) bank holidays included in shift pattern (additional days annual leave to cover) .