Support Operations Analyst

Company Description

Ivy is a global, cutting-edge software and support services provider, partnering with one of the world’s biggest online gaming and entertainment groups. Founded in 2001, we’ve grown from a small tech company in Hyderabad to one creating innovative software solutions used by millions of consumers around the world, with billions of transactions taking place to head even some of the biggest technology giants. Focused on quality at scale, we deliver excellence to our customers day in and day out, with everyone working together to make what sometimes feels impossible, possible.

This means that not only do you get to work for a dynamic organization delivering pioneering technology, gaming and business solutions, you can also have an exciting and entertaining career. At Ivy, Bright Minds Shine Brighter.

Job Description

The Support Operations analyst role within the Global Command Centre is a multi-task pivotal first line support role in Technology at Entain. The role is our first response to the wider business teams, internal technology and engineering teams and our range of partners and vendors - meaning it represents everything that GCC stands for and wants to achieve as the face of our team. The SOA ensures we respond to the issues and incidents found or reported in the correct way and with the necessary priority and urgency. Taking responsibility and ownership of all live issues and ensuring they are dealt with effectively. Working closely with technical support engineers within GCC and the wider teams, the SOA is an expert in how our business works and how to get something fixed or resolved

Key Responsibilities

• Manage tickets for GCC, ensuring the correct data is entered and the correct triage is undertaken
• Respond to Teams channels and chats that are in place with wider ops and tech teams
• Assist in recovery of Major Incidents and Problem root cause investigations, be able to interpret monitoring data to confirm impact to business
• Carry out first time fixes, as per documented knowledge bases
• Create and maintain articles within our knowledge base to ensure knowledge sharing across whole team
• Monitor systems across a range of monitoring and alerting platforms including Kibana, Grafana and SCOM and response to alerts appropriately
• Manage communications from third parties and vendors when reporting live issues, planned works or requesting information
• Ensure awareness of product launches, large changes or large events which require a higher level of support or communication
• Working closely with customer service teams globally to resolve technical customer issues
  
  

Qualifications

• 2+ years of relevant IT experience in front Line Production Support environment
• Knowledge and understanding of multi-platform Technology environments, mobile and web application delivery and on premise datacenter infrastructure
• Knowledge and understanding of ITIL processes – ITIL certification desirable but not essential
• Experience in ITSM toolsets and ticket management – Service Now experience desirable but not essential
• Excellent written and oral communication skills, this is a huge part of the SOA role which interacts with customers and staff all over the world
• Experience of interpreting monitoring and alerting data into customer or business impact
• Highly organized and can manage more than one thing at a time effectively
  
  

Behaviors

• Can communicate effectively with colleagues at different levels and from varying global locations. Has the ability to identify cultural differences and act accordingly
• Has a growth mindset, always sharing knowledge and striving for improvement
• Takes responsibility for their work
• Plays a part in the wider GCC success in support of Entain
  
  

Additional Information

At Ivy, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like:

• Safe home pickup and home drop (Hyderabad Office Only)
• Group Mediclaim policy
• Group Critical Illness policy
• Communication & Relocation allowance
• Annual Health check
  
  

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

At ivy, we do what’s right. It’s one of our core values and that’s why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, across any protected characteristic, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.