Online Support Engineer

Sharp Gaming is on an exciting journey and we need to add to our dynamic team of people so that we can continue to dominate the industry, delivering a seamless gaming experience that is a cut above the rest.

We are part of the Betfred family which means that we have the investment to innovate, drive advanced, creative technologies forward and to build unrivalled gaming experiences, but we also keep our freedom and independence. As a team we work fast, aim high, are focused and ambitious.

So, if you want to be part of something quite unique and drive the future of gaming, then it's to time to join Sharp Gaming.

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 3^rd 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 Development teams and Product Owners, in an agile environment, your role is to ensure effective communication and transfer of knowledge between Development Teams and IT Operations – fundamentally minimising resolution times and turnaround of code-fixes.

• 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.
• Act as a point of contact for Internal and External Development/ Support teams to aid in the timely delivery of FE bug fixes, with an in-depth knowledge of open support cases and status’.
• Management of ‘Small-Works’ bugs across various digital platforms, co-ordinating with Development teams (internal squads and external) and managing release of code-fixes into Production environments.
• Aid in delivery of effective Problem management, acting as a technical resource offering expertise as and when called upon.
• Provide in-depth product knowledge and ensure bugs/ Incident/ Problem requirements are thoroughly documented when liaising with internal and external development teams as well as provide a presence on Dev stand-ups to ensure progression of ‘Small Works’/ Incidents.
• Assist in weekend/ major event planning and ad-hoc reporting.
• Highlight trends and recurring incidents to help facilitate effective Problem Management.
• Ensure 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 3^rd party customers/ suppliers to ensure effective resolution of support calls.
• Liaise with relevant Support teams and other IT departments where necessary to ensure timely resolution of Incident and problem tickets.
• Provide 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.
• Assist 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 propose and contribute to the teams monitoring strategy to ensure IT teams are equipped with crucial Platform stats/ data/ alerts, to proactively minimise faults/ bugs/ incidents
• Ensure all IT policies and procedures are followed (including Incident, Problem, Change Management and PCI-DSS/ UKGC Compliance).
• Manage/ participate in Support and PMO projects when requested, presenting workshops to the team/ Management where necessary, as well as contributing to any supporting documentation.
• Attend daily stand-ups with relevant Dev teams.
• Liaise with internal Business product teams to ensure real-time prioritisation of ongoing bugs/ incidents and provide status updates, as necessary.

• At least 2 years’ experience Support/ Maintaining/ aiding in Delivery of a Digital Platform/ Service.
• Previous experience and/or understanding of cloud-based infrastructure (ideally AWS).
• Previous experience and/or understanding of Windows Server OS
• Understanding of the full web technology stack (network, TCP/IP, DNS, routing, HTTP/S)
• Operated in/ understanding of an ITIL environment, where Incident/ Problem Mgmt, Change Control, etc are implemented.
• Operated in/ understanding of an Agile Development/ Delivery environment.
• Previous experience in a busy, fast-paced IT environment, working to agreed SLAs and other KPIs beneficial.
• Experience in prioritising operational and development backlogs.
• Ability to organise and prioritise tickets, working off their own initiative.
• Excellent written and oral communication skills, and excellent stakeholder management.

• RabbitMQ
• Linux OS
• 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

• £25,000 - £30,000 per annum, depending on experience