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TechOps Analyst
About the Role:We are seeking an experienced TechOps Analyst to join our team. As a key member of our operations department, you will be responsible for ensuring the smooth operation of our platform.
Your primary focus will be on investigating incidents, escalating issues, and working with development teams to resolve problems quickly.
Key Responsibilities:- Incident Management: Investigate and resolve escalated incidents and service requests through our internal Service Management system
- Escalation: Directly escalate to internal support teams in cases where a resolution is not immediately possible and follow up on incidents until they are resolved
- Service Restoration: Perform incident management process, taking necessary steps to restore service and return the platform to normal operations as quickly as possible
- Proactive Monitoring: Proactively monitor live production environment and event management based on internal dashboards and application health alerts generated by monitoring tools
- Testing and Quality Assurance: Conduct subsequent testing to detect and confirm application defects and external service providers' issues, following up with relevant stakeholders
- Collaboration: Cooperate with developer teams, providing 1st level real-time production logs investigation and retrieval
- Release Deployment: Perform IT operations procedures in the production environment, including release deployment operations
- Support: Handle and troubleshoot a wide variety of support matters
- Knowledge Sharing: Build an internal knowledge base and document articles to improve our incident management process
- Bachelor's degree in Information Technology or related field
- At least 1-2 years of experience in a production support environment
- Prior experience in the iGaming industry considered an asset
- ITIL Foundation certification or equivalent experience working in an organization adopting ITIL best practices a strong asset
- Experience working in an organization adopting Incident Management and IT operations best practices a strong asset
- Microsoft certifications considered an asset in this area
- Nice to have experience with monitoring tools and applications such as Grafana, Zabbix, Prometheus, PRTG, Nagios, and Kibana
- Nice to have experience with ITSM tools like Atlassian Jira, Confluence, and Opsgenie
- Willingness to work both day and night shifts in a rotation
- Excellent interpersonal and customer service skills
- Ability to efficiently solve problems and attention to detail
- Competitive Compensation: Attractive salary and bonus scheme
- Health Insurance: Group health & medical insurance package
- Top-Notch Equipment: All the tools you need for your role
- Career Growth: Focused career development, performance management, and training opportunities
- Transportation: Coverage of public transportation expenses
- Nutrition: Meal Vouchers
- Inclusive Environment: A welcoming, international, and multicultural team
- Engaging Activities: Exciting events, sports, and team-building activities
