Operations Support Specialist
Hollywood Bets is looking for an Operational Support Specialist to provide technical and operational support to gambling company clients. The primary goal of the role is to ensure that software systems run smoothly, troubleshoot any issues that arise, and proactively identify areas for improvement. The specialist will work closely with both software development teams and gambling company clients to ensure a seamless and efficient operational experience.
This is a fixed-term contract role. The specialist will act as the primary point of contact for gambling company clients during critical incidents, ensuring timely resolution and minimizing downtime. They will also liaise with internal teams to ensure effective coordination and alignment of operational objectives, and stay abreast of industry trends to contribute to ongoing improvements in operations.
- Providing day to day support to operational teams from gambling company clients.
- Ensuring proper investigations are conducted when responding to queries or escalating to internal teams.
- Supporting customer journey improvement and support where needed by operations.
- Continuously monitoring the software systems used by gambling company clients, proactively identifying potential issues, and taking appropriate action to prevent disruptions.
- Working closely with product teams to effectively integrate, manage, support and report on new products.
- Acting as the primary point of contact for gambling company clients during critical incidents, ensuring timely resolution and minimizing downtime.
- Ensuring high level incident reports are documented, reviewed, and submitted to stakeholders in a timely manner.
- Liaising with internal teams, including customer support, finance, marketing, and technology, to ensure effective coordination, timely information sharing, and alignment of operational objectives.
- Ensuring the necessary steps are taken to conduct and review test cases during software releases.
- Providing exceptional customer support by addressing customer queries, troubleshooting account issues, and resolving disputes in a timely and professional manner.
- Staying abreast of industry trends, emerging technologies, and advancements in betting platforms and systems to enhance personal knowledge and contribute to ongoing improvements in operations.
- Facilitating mentoring and coaching as required.
- Being actively involved in the recruitment of new team members when necessary.
- Overseeing all aspects of the team by facilitating and resolving issues through effective problem solving and communication skills.
- Maintaining a current and future skill matrix for the team.
- Creating a culture for teams that are aligned to the platforms and BET values.
- Being on call after normal operational hours to support relevant teams during instances of where disaster management is needed, live issue management and live deploys.
- Performing any adhoc tasks.
- Strong written and verbal communication skills (required)
- Matric (required)
- Knowledge of software applications/programs (required)
- Excellent problem-solving and attention to detail (required)
- Ability to multi-task in a deadline-driven environment and show initiative (required)
- Strong organisational and resourceful capabilities (required)
- High levels of attention to detail and resilience (required)
- Understanding of the Gambling/Betting Industry (required)
- Understanding of DB’s and Betting/Deposit/Withdrawal systems (required)
- Experience with SQL (required)
- Experience with conducting Risk Based Investigations or Anti Money Laundering (required)
Hollywoodbets is a South African sports betting and online gaming company, founded in Durban in 2000 where it opened its first betting branch. It has grown into one of South Africa's largest bookmakers, offering sports betting, online casino and numbers games across a large retail branch network and digital channels. Headquartered in Durban, the company has expanded internationally into the United Kingdom, Ireland and Mozambique. Hollywoodbets is also well known as the title sponsor of the Hollywoodbets Durban July horse race.