Durban-Based Ops Support & Incident Lead

Winning Form; Durban; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Winning Form is seeking a proactive operations support professional to assist gambling clients with day-to-day operations, investigations, and product integrations. You will monitor systems, engage with product and support teams, and lead incident responses to minimize downtime.

The role requires strong communication, problem solving, and a keen eye for process improvement, with involvement in recruitment and mentoring as needed. On-call support after hours is part of the expectations.

Qualifications

• Matric.
• Knowledge of software applications/programs.
• Excellent problem-solving and attention to detail.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Strong organisational and resourceful capabilities.
• High levels of attention to detail and resilience.
• Understanding of the Gambling/Betting Industry.
• Understanding of DB’s and Betting/Deposit/Withdrawal systems.
• Experience with SQL.
• Experience with conducting Risk Based Investigations or Anti Money Laundering.

Responsibilities

• Providing day to day support to operational teams from our gambling company clients.
• Ensuring proper investigations are conducted when responding to queries or escalating to internal teams.
• Customer Journey improvement and support where needed by operations.
• System Monitoring: monitor software systems used by gambling company clients and proactively identify issues.
• Work closely with product teams to integrate, manage, support and report on new products.
• Incident Management: act as the primary contact during critical incidents.
• Incident Reporting: ensure high level incident reports are documented and shared with stakeholders.
• Stakeholder Communication: liaise with internal teams to ensure coordination and timely information sharing.
• Mandatory Testing: conduct and review test cases during software releases.
• Customer Support: provide exceptional customer support and resolve issues.
• Continuous Learning: stay updated on industry trends and platform advancements.
• Mentoring and coaching as required.
• Involvement in recruitment of new team members.
• Oversee team activities and maintain a skill matrix.
• Create a culture aligned to platforms and BET values.
• On-call availability after hours for disaster management and live deployments.
• Adhoc tasks.

Skills

Communication Skills

Problem Solving Skills

Education

Matric

Knowledge of software applications/programs

SQL

Risk Based Investigations / Anti Money Laundering

Job description

Winning Form is seeking a proactive operations support professional to assist gambling clients with day-to-day operations, investigations, and product integrations. You will monitor systems, engage with product and support teams, and lead incident responses to minimize downtime.

The role requires strong communication, problem solving, and a keen eye for process improvement, with involvement in recruitment and mentoring as needed. On-call support after hours is part of the expectations.