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