Service Operations Analyst - Gibraltar

Role Purpose

The Service Operations Analyst is required to drive operational excellence throughout the technology organisation by execution of a high standard of day to day operational duties within the Major Incident & Service Operations Centre (MISOC)

This function is integral to the success of Service Quality and Technology as a whole. The role will be responsible for monitoring, support and ensuring delivery of ALL services within the Ladbrokes Coral Group.

The Service Operations Analyst will:

• Report directly to the MISOC Manager.
• Work on various shifts to facilitate 24x7x365 support. All shifts will be office based.
• Monitors the performance of ALL Ladbrokes Coral Group services ensuring all systems are managed to SLA requirements.
• Responds to and coordinates, with the Major Incident Manager, resources in the event of a Major Incident impacting the Groups services.
• Identify and verify service impact to customers through monitoring, alerting and incident management, and dispatch subject matter experts in support of problem resolution.
• Effectively manage 3rd party, suppliers and vendors ensuring the support and commitment is carried out for major incidents and where needed escalate to senior management.
• Contribute to Post Incident Reviews by ensuring the right level of attendance by key team members and has a clear disciplined model that is followed.
• Ensure that all IT teams (internal and external) follow the incident management process for every incident.
• Contribute to Event Support Models ensuring that we have the most optimal operating models, processes and procedures in place for our key sporting events and busy sporting calendars.
• Participate in Hyper Care models where needed so that we offer the best service to our customers following the launch and delivery of new products and features.
• Become familiar with Ladbrokes Coral technical systems
• Maintains, develops and improves reporting capabilities in the TOC; makes regular reports to management on compliance with SLA objectives.
•  Creation of knowledge articles for Service Desk and End-Users.

• Technology related degree level or higher qualification
• ITIL or similar certification
• Worked in FTSE 100 organisation

Minimum 1 years' Network Operations and/or Help Desk work experience in a managed services or data center services environment. Working knowledge of the specific networking technologies used by clients, such as: switches and routers, networking infrastructure technologies, WAN technologies, etc. Working knowledge of technologies including: Active Directory, Unix, Windows OS, VPN, wireless connectivity, remote access, etc.  A good understanding of monitoring tools including New Relic, Solarwinds, Splunk and ELK. A good understanding of the principles of service support as defined in the ITIL framework. Working knowledge of enterprise ticketing systems. Experience of working and delivering in a high-pressure environment with multiple priorities. Outstanding written and verbal communication skills for internal stakeholders, customers, and third party suppliers. Be able to proactively manage customer expectations. Previous experience in the eGaming industry (Casino, Poker, Sports) advantageous but not essential. Ability to work together in a team. Ability to travel across locations.