Digital Services Engineer

Sharp Gaming; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to enhance their digital platforms. In this role, you will play a crucial part in ensuring seamless operations by troubleshooting incidents, collaborating with development teams, and maintaining high service levels. You'll have the opportunity to work with cutting-edge technologies and contribute to a dynamic and innovative environment. If you're passionate about technology and eager to make a significant impact in the gaming industry, this is the perfect opportunity for you to shine and grow your career.

Benefits

Monthly Pension Contribution

Enhanced Maternity & Paternity Pay

Refer a Friend Bonus

Death in Service Benefit

Discounts and Cashback Offers

Long-Service Recognition Programme

24/7 Virtual GP Service

Mental Health Support Services

Financial Wellbeing Package

Eye Care Benefits

Qualifications

• Experience in supporting and maintaining digital platforms or services.
• Understanding of both Windows and Linux operating systems.

Responsibilities

• Troubleshoot incidents and provide support across various technologies.
• Develop documentation to streamline incident resolution.

Skills

Troubleshooting

Communication Skills

Incident Management

Database Technologies

Monitoring Tools

Agile Methodology

Cloud Infrastructure

ITIL Knowledge

Scripting (PowerShell, Python)

Education

Relevant Qualification in IT

Tools

MySQL

Instana

Splunk

Loki

Prometheus

Grafana

RabbitMQ

Job description

About Us

Our mission is to dominate the betting and gaming industry on a global scale and we need the very best Tech talent to help us achieve this.

We recently migrated all of our customers onto our very own proprietary platform - so it's an exciting time to join us. With the help of our new platform, we're able to pioneer new products and drive more advanced, creative technologies. The result? Unrivalled experiences for millions of customers worldwide.

Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our new platform's potential. So, if you want to help shape the future of betting and gaming, then it's to time to join us.

Job Purpose

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 3rd 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.

Job Duties

1. Prioritise and provide advanced troubleshooting of incidents escalated via ServiceDesk across a range of technologies: Internal software, MySQL, Instana, Loki, RabbitMQ, Linux & Windows OS, Splunk, Prometheus, Grafana.
2. Develop clear and concise internal troubleshooting documentation to streamline incident resolution, ensuring each guide includes step-by-step instructions, common error scenarios, and solutions tailored to our systems and workflows.
3. Provide product expertise to help ensure that services and components meet and continue to meet all their agreed performance targets and service levels.
4. Investigate all breaches of service level objectives, initiating remedial activities where possible.
5. Use application management software and tools to investigate issues, collect performance statistics and create reports.
6. Continuously suggest and contribute to the team's monitoring strategy to ensure IT teams are equipped with essential platform metrics, data, and alerts, enabling proactive identification and reduction of faults, bugs, and incidents.
7. Identify and analyse trends and recurring incidents to support efficient Problem Management.
8. Participate in daily stand-up meetings with development teams to stay aligned on priorities and progress.
9. Collaborate with internal business and product teams to ensure real-time prioritization of active bugs and incidents, providing timely status updates as needed.

Knowledge, Skills and Experience

Essential

1. Experience Support/ Maintaining/ aiding in Delivery of a Digital Platform/ Service or recent relevant qualification.
2. Previous experience and/or understanding of Windows & Linux OS.
3. Experience with one or a number of the following monitoring tools: Instana, Splunk, Loki, Prometheus, Grafana.
4. Experience with Database technologies such as Mysql, MongoDb or Redis and the relevant query language.
5. Previous experience and/or understanding of cloud-based infrastructure (ideally AWS).
6. Operated in/ understanding of an ITIL environment, where Incident/ Problem Mgmt, Change Control, etc are implemented.
7. ITIL working knowledge or qualification
8. Previous experience in a busy, fast-paced IT environment, working to agreed SLAs and other KPIs beneficial.
9. Operated in/ understanding of an Agile Development/ Delivery environment.
10. Understanding of the full web technology stack (network, TCP/IP, DNS, routing, HTTP/S)
11. Ability to organise and prioritise tickets, working off their own initiative.
12. Excellent written and oral communication skills, and excellent stakeholder management.

Desirable

1. RabbitMQ
2. Scripting knowledge such as PowerShell, Python.
3. Sound knowledge in the Gaming and Sports industry
4. Experience in prioritising operational and development backlogs.

What is in it for me?

• £30,000 - £45,000 per annum, depending on experience

Be Rewarded:

• Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
• Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future.
• Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
• Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you!
• Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
• Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.

Get Recognised:

• Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
• Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
• Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.

Feel Valued:

• Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
• Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
• Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
• Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
• Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
• Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more.
• Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
• Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.