Operations Support Analyst
Core
Centralized Incident communication and Service Desk support for internal and external B2B partners in the iGaming industry.
Role type
Operations Support Analyst (Incident Coordinator)
Builds
Incident resolution workflows and service delivery for B2B customers
Domain
iGaming / Online Gaming / IT Operations
Deliverable
client delivery
Required skills
ITIL process management, incident triage, production environment troubleshooting, application monitoring, SLA adherence, automation recommendation
Preferred skills
Online Gaming industry experience, technical certifications
Technologies
Jira
Responsibilities
Offer Service Desk support via phone, email, and Jira; Triage, troubleshoot, and resolve customer issues in production; Categorize and prioritize issues for escalation; Act as Incident Coordinator until resolution; Monitor production applications, servers, and networks; Recommend automation to reduce manual workload
Seniority
Individual Contributor