Service Operations Analyst - Sportsbet

About Betfair Romania Development​:

Betfair Romania Development is the largest technology hub of Flutter Entertainment, with over 2,000 people powering the world’s leading sports betting and iGaming brands. Exciting, immersive and safe experiences are delivered to over 18 million customers worldwide, from our office in Cluj-Napoca. Driven by relentless innovation and commitment to excellence, we operate our own unbeatable portfolio of diverse proprietary brands such as FanDuel, PokerStars, SportsBet, Betfair, Paddy Power, or Sky Betting & Gaming.

Our Values:

The values we share at Betfair Romania Development define what makes us unique as a team. They empower us by giving meaning to our contributions, and they ensure that we consistently strive for excellence in everything we do. We are looking for passionate individuals who align with our values and are committed to making a difference.

Win together | Raise the bar | Got your back | Own it | Positive impact

About Sportsbet:
Sportsbet is the market leader in the Australian online sports betting market. The brand features innovative, easy to use products and personalized value, making it a favourite among users.

About the role: The Service Operations Analyst will be responsible for providing service management activity around incident, change and problem management within the Sportsbet technical stack. They will need to work closely with the DevOps teams, Cloud, Platforms to ensure system performance and availability, and liaise with the Customer Operations and Trading Solutions teams to maintain an excellent Customer Experience.

Position Summary: Work as a member of the team and undertake day to day operational tasks aimed at providing support to enable system stability and performance

• Provide 24/7 support as part of an on-call roster
• Participate in projects and initiatives to enhance the team’s and the wider technology groups capability
• Work within the DevOps framework to assist and enable technical teams
• Collaborate in the design of solutions in an open and agile way, as required to meet specific business objectives.
• Have a Customer First and Last attitude

Key Accountabilities & Responsibilities:

Operational Management:

• Key contact for all incidents, provide initial triage and ongoing incident management
• Key role in Incident, change and problem management including PIR process
• Monitor and report on key customer journeys and systems
• Work with the Service Management function around deployment, change, incident and problem management activities
• Key part of the 24/7 priority incident roster
• Understanding of the Sportsbet technical stack and its relationships and dependencies, with a focus on core OpenBet services
• Provide 24/7 support of SB Technology Platforms to provide brilliant customer experiences and collectively meet operational system availability & uptime service level agreements
• Ensuring the effective and efficient operation and maintenance of all platforms, maintaining acceptable technical environments and operational standards for all systems throughout the organisation.
• Ensure systems, policies and procedure knowledge bases are designed to ensure consistently high service performance and seamless support is provided
• Lead and co-ordinate processes for major/critical incidents across multiple technology teams
• Responsible for providing timely, clear and concise communications to key Sportsbet stakeholders during incidents
• Working in conjunction with project managers and DevOps teams for change or deployment that could impact customer experience and liaising with Customer Operations and Risk and Trading as required
• Driving DevOps practices and capability within the technical teams
• Developing and maintaining strong and effective working relationships with technical teams
• Participate in capacity planning and scaling discussions with engineering teams

System Monitoring and Reporting:

• Definition and review of Monitoring Logging and Alerting (MLA) for core customer journeys2
• Ensure effective systems monitoring is in place to meet required SLAs for core customer journeys and systems
• Develop and implement solutions for MLA improvement and innovation
• Assist DevOps teams regarding MLA response and improvements
• Assist in the management of core systems required for MLA activity (PagerDuty for example)

Service/Vendor Management:

• Building and maintaining strong and effective working relationships with Sportsbet’s Dev Ops teams and key business stakeholders. Also, our technology providers and relevant partners to utilise their services and ensure support and operational SLAs are met.

Cost Management:

• Work with internal stakeholders to implement and enhance cost management strategies, governance and visibility over their “pay-as-you-go” services and infrastructure
• Ability to analyse cost management reporting, identify and implement viable cost optimisation opportunities for Operationally owned services

Skills, Capabilities & Experience Required:

Behavioral Competencies:

• You have a customer-first attitude and constantly strive to improve customers’ experience.
• You challenge yourself to do things differently & go the extra mile to overdeliver on excitement.
• Excellent troubleshooting, analytical, technical issue resolution skills, coupled with a strong sense of ownership, urgency and drive.
• Strong planning and problem-solving capabilities with the ability to work under pressure and think clearly in challenging situations in a logical manner
• Excellent communication and stakeholder management skills, both written and verbal with an attention to detail.
• Highly motivated, proactive and able to work on own initiative and perform pro-active tasks without prompting
• A solid understanding of Service Management practices including ITIL and DevOps
• Highly collaborative with an appetite for self-development, learning and knowledge sharing
• High level of energy and enthusiasm
• Desire to promote innovation and continuous improvement.

Technical Competencies:

• Good understanding and hands on experience with AWS Services and technology
• Proficiency in observability platforms (e.g.,Grafana, New Relic, CloudWatch)
• Understanding of Monitoring and Alerting systems and best practice (New Relic, PagerDuty)
• Scripting capability in at least one language (Python, Bash, or PowerShell) for automation of operational tasks
• Experience leveraging AI-assisted tools and technologies to improve productivity, analysis, delivery outcomes, and stakeholder collaboration. Curiosity and openness to adopting emerging AI capabilities within day-to-day ways of working.

Experience:

• Incident management and incident triage
• Previous NOC, Operations centre or platform support experience
• Application Support
• Experience with core AWS services
• Previous exposure to DevOps and ITIL practices
• Industry Knowledge a plus

Qualifications:

• Essential
• Qualifications within IT or equivalent industry experience
• Exposure to a NOC, Ops centre or platform support Environment
• Desirable
• ITIL competency
• ITSM system experience
• Agile/DevOps experience
• Helpdesk/NOC experience

Benefits:

• Hybrid & remote working options
• €1,000 per year for self-development
• Company share scheme
• 25 days of annual leave per year
• 20 days per year to work abroad
• 5 personal days/year
• Flexible benefits: travel, sports, hobbies
• Extended health, dental and travel insurances
• Customized well-being programmes
• Career growth sessions
• Thousands of online courses through Udemy
• A variety of engaging office events

Disclaimer:

We are an inclusive employer. By embracing diverse experiences and perspectives, we create a lasting, positive impact for our employees, customers, and the communities we’re part of. You don't have to meet all the requirements listed to apply for this role. If you need any adjustments to make this role work for you, let us know, and we’ll see how we can accommodate them.

We thank all applicants for their interest; however, only the candidates who best meet the job requirements will be contacted for an interview.

By submitting your application online, you agree that your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record. If your application is unsuccessful, we will retain your details for a period no longer than three years to consider you for prospective roles within the company.