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Technology Service Desk Manager

Mast Jobs

Singular is an established brand in the iGaming industry developing award-winning solutions that stand out with their flexibility, reliability, and innovation. These three key aspects shape our competitive factor in the market. As of 2021, Singular is part of the biggest iGaming brand worldwide, Flutter Entertainment. The backbone of our success lies in using novel technologies & agile processes by our team of 190+ highly-skilled people.

Role Overview

This role is responsible for ensuring that FLI services are monitored and managed 24/7. The role will manage incidents in real time ensuring that any impact to our Players will be minimal and managed professionally and within agreed SLA’s.

You will manage the strategic direction of the TSO team setting goals and targets for the team to hit and strive for. Acting as a senior member within the Technical Services function you will be contributing toward the strategy of the team and ensuring we are striving for best in practice across all your interactions across the Division.

You will identify opportunities for using Integrated tooling and automated workflows to reduce ambiguity and manual burden. This will mainly revolve around on call tooling, observability tooling and service management tooling. Partner closely with leadership, service and operations teams across the various Brands and entities in FLI to align on all aspects of incident response. Constantly striving for better ways of working and promoting collaboration to achieve the best experience for Players.

Working with all the brands across FLI will ensure you are driving collaboration and operational excellence. You will build up a large knowledge base across the group to ensure you can get incidents resolved and queries answered within agreed SLAs (service level agreements).

Duties and Responsibilities

  • Ensure consistent high quality 24*7 1st line Incident Response for multiple FLI brands

  • Work as part of the incident response team to restore services, provide support and guidance, and ensure stakeholders are updated at regular intervals. Additionally, provide support and experience during major incidents

  • Build and follow business critical incident response processes, constantly reviewing how we manage incidents in FLI in collaboration with L2 teams across the Division

  • Lead onboarding activity to bring new Brands, Products and Services into support by the TSO L1 team

  • Drive improvements in Alerting and Observability to enable the TSO team to identify and triage Player facing incidents quickly

  • Responsible for day-to-day reporting that assists TSO and the wider Service Managment team with accurate stats to investigate any issues impacting production across all products and services.

  • Manage the 24*7 shift based TSO team ensuring that every team member has a clear set of goals to deliver and that we are tracking progress against them

  • Manage the rotas for the shifts to ensure appropriate coverage at all times

  • Highlighting areas across FLI that require additional focus to improve Stability and meet SLAs

  • Work closely with ITSM colleagues to ensure that both teams are working efficiently and chasing the right work as a team to provide a best-in-class service Constantly providing strategic direction to the TSO function and managing the direction of the team

  • Use agile methodologies to track, prioritize and deliver work including process changes, improvements and external requirements placed on the team

Qualifications 

  • Minimum 5 years experience in a Technology operations role with a proven ability to improve stability in a highly pressurised environment

  • Proven collaboration skills working with multiple teams to establish new processes

  • Excellent interpersonal & communication skills, the successful candidate will have to deal with all areas of the Division

  • Experience managing remote teams, ideally within a shift pattern ensuring they remain motivated and always have the ‘how do we improve’ attitude

  • Ability to communicate at all levels from senior execs through to 1st line support

  • Knowledge and experience of ITSM process best practice and implementation. In particular incident management but also problem, change and configuration management standards and implementation ensuring we always have a stable platform for our customers

  • Ability to identify and build strong long-term relationships alongside effective stakeholder management

Benefits

  • Competitive compensation & benefits package;

  • Career and professional advancement;

  • Training and learning opportunities – Online Learning Portals, Public Lectures, Conferences;

  • Insurance package;

  • International work experience;

  • Travel opportunity;

  • Outstanding working environment;

  • Relocation Opportunity.

Why you should apply

We nurture a teamwork environment where ideas are communicated, and knowledge sharing is encouraged. We appreciate the talent and inspire constant self-improvement. We constantly search for progressive thinkers, creative doers, game-changers, visionaries, and groundbreakers who never settle for mediocrity.

Technology Service Desk Manager

  • Skopje, North Macedonia / Cluj-Napoca, Romania / Sofia, Bulgaria
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