Job title: Incident Analyst
Location: Bulgaria
Overview of the role:
We are looking for an Incident Analyst to join our Technology Services team in Sofia, Bulgaria.
This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern offices. These discussions are between you and your manager to find the best pattern for you both, while recognising that quality time together is essential for keeping us mission aligned.
What you’ll do:
The Incident Analyst is responsible for leading the resolution of incidents affecting customer services across a wide range of Flutter brands. The successful candidate will require an aptitude for working with a variety of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident follow-up activities.
Why we need you:
Your contribution will have a direct impact to the internal customer experience as well as the public interface for incident management. You will be in a position where building strong relationships with stakeholders is essential, and you will be constantly seeking customer feedback to ensure adequate service levels.
Reporting directly to the Technology Service Desk Manager, you'll:
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Have end to end ownership of incidents with potential or actual business impact
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Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs)
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Own and manage the progress of customer incidents within Operations, clearly recognizing the customer issue and driving to resolution
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Review and revise processes, policies and procedures on a regular basis to drive efficiency and effectiveness within IPO
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Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external)
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Understanding and familiarity with Customers’ services and solutions
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Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve
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Actively participate as required in meetings (customer, 3rd party, internal)
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Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required
What you’ll bring:
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Customer-focused with previous proven experience working in a customer-facing role
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ITIL Foundation certification is an advantage
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Excellent communication skills at all levels, with an ability to convey complex problems and to translate technical language into user-friendly information
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Eagerness to work in and as a team to solve incidents
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Experience with the Atlassian Tech Stack, mainly JIRA and Confluence and/or other CRM tools
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Highly motivated, pragmatic and energetic team member, positive, determined and driven with a can-do attitude.
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Demonstrable analytical and problem-solving skills and a good understanding of IT Service Management process frameworks.
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Technical background with a broad understanding of the majority of the following: Firewall and VPN technologies, TCP/IP routing, Network connectivity, Domain Names, and DNS Management, Web and Mobile services, Cloud Hosting, VMware, Windows, Linux, iOS and Android
It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.
Why choose us:
Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.
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Discretionary annual performance bonus
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30 days paid leave
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Health and Dental Insurance for you, your partner and your children (if you all live at the same address)
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Personal life insurance and disability coverage
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A personal interest allowance to let you learn something new or pursue a hobby
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External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career
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Looking to extend your family? You will receive a cash gift of 1,000 BGN for your new addition whilst working for us
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26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay
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A sports’ card membership valid across the country
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Discounts as a compliment from us among different services
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Monthly lunch and travel allowance
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Free snacks, fruits and drinks in the office
Equal opportunities:
At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.
We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at talent@flutterint.com . Your journey with us is focused on ensuring you have what you need to be your best self.
Learn more about the works we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/
The group:
PokerStars is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.