Service Operations - Sportsbook/Retail Analyst
The Service Operations team provides end to end 1st and 2nd line incident management for all William Hill brand services including Sportsbook, Gaming, Payments, Retail and Data services with support from 3rd line support/engineers. The team is based across multiple sites with staff in the UK, Gibraltar, Poland and Manila covering both first line incidents relating to customer queries and 2nd line incidents where impact may relate to service outages and degradation.
- Provide critical support to maintain service availability across WH systems.
- Investigate root cause and update our stakeholders.
- Ownership of the end to end incident management process.
- Monitoring platforms, log analysis, AWS services and perform triage of monitoring alerts.
- Exposure to reported technical issues along with maintaining documentation, sending stakeholder communications, identifying service and process improvements.
- Direct experience of Incident Management process and tools such as Jira (required).
- Proven ability in technical analysis and incident resolution/problem solving (required).
- Understanding of Monitoring tools such as New Relic (required).
- Excellent organisational skills with a logical approach to work especially ability to prioritise tasks (required).
- Good communication including senior stakeholders with ability to work under pressure and deliver timely results and learn with limited supervision (required).
- Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
- Discounts at a range of high-street retailers.
- Financial compensation, pension, and bonus schemes.
- Tools and services to help support your well-being, including support with mental health and financial education.
- Gym discounts and our cycle to work scheme.
- Hybrid working - employees can work from home up to 80% of the time with 20% of office time built in.
William Hill is one of the UK's best-known bookmakers, founded by its namesake in 1934 taking bets around Birmingham. It has since grown into an international, multi-brand betting and gaming business spanning online and retail. The company is now part of evoke plc (formerly 888 Holdings), one of the world's leading online betting and gaming groups. Headquartered in London, William Hill operates sports betting and gaming products across multiple markets.