Senior Operations Support Analyst

<p><b>iGaming:</b><br/>If it’s iGaming, we know a thing or two. At Light &amp; Wonder, It’s all about the games, and our digital team leads the global iGaming market, providing jaw-dropping content and innovative software that powers the world's most successful online gaming providers.</p><p></p><p><b>Position Summary</b></p><p></p><p><b>Light &amp; Wonder</b> is the global leader in cross-platform games and entertainment. The company brings together 5,000 employees from six continents to connect content between land-based and digital channels with unmatched technology and distribution. Guided by a culture that values daring teamwork and creativity, <b>Light &amp; Wonder</b> builds new worlds of play, developing game experiences loved by players around the globe. The company’s <span>OpenGaming(tm) platform</span> powers the largest digital-gaming network in the industry. Light &amp; Wonder is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices. <b>To learn more, visit lnw.com.</b></p><p></p><p>We are on the look out for a <b>S</b><b>enior Operations Support Analyst </b>to join our team! Working as part of a global team, the <b>Senior Operations Support Analyst</b> will play a key role in the centralized Incident communication process for internal and external partners. You will be responsible for leading a team in delivering professional, accurate, and timely service including triaging and resolving issues in production, application monitoring, contact handling and incident coordination for business-to-business (B2B) customers. This individual is a fantastic communicator, possessing technical skills, with solid industry knowledge which enables them to assist customers and adhere to defined Service Level Agreements (SLAs).</p><p>This role will be required to work in the evening shift.</p><p></p><p><b>Primary Responsibilities</b></p><ul><li><p>Offer Service Desk support through phone, e-mail, Jira and other channels</p></li><li><p>Provide timely response to all incidents, outages and performance alerts</p></li><li><p>Triage, troubleshoot and resolve customer issues related to production environments</p></li><li><p>Categorize and prioritize issues for escalation to appropriate technical teams</p></li><li><p>Act as lead while on shift - Be the task coordinator in the absence of a Team Leader. Ensure the team complete their duties up to high expectations. Act as a point of contact for any escalations.</p></li><li><p>Monitoring production applications, servers, and networks, acting promptly on alarms and degradation/outage events</p></li><li><p>Notify partners of issues, outages, and remediation status</p></li><li><p>Proactively remain current with internal Standard Operating Procedures</p></li><li><p>Acquire expert product knowledge in casino &amp; Sportsbook products, business partners, company structure, organization, and industry</p></li><li><p>Seek out and recommend automation to reduce manual workload</p></li><li><p>Other ad-hoc requests as assigned</p></li></ul><p></p><p><b>Qualifications</b></p><p></p><ul><li><p>Prior experience working with ITIL or similar Process Management System</p></li><li><p>Must be organized and detail oriented with a strong focus on providing superior Customer Service</p></li><li><p>Excellent written and verbal communication skills, can interact with customers and internal departments to gather information and translate technical concepts</p></li><li><p>Strong time management skills that enable performance and delivery of results while working in a high-volume work environment</p></li><li><p>A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed</p></li><li><p>Enthusiastic attitude with a strong desire to learn all aspects of the iGaming business</p></li><li><p>Must be able and willing to operate in a 24/7 environment as part of a global business function</p></li></ul><p></p><h2>Additional Information</h2><p><b>Why would you enjoy working with us at Light &amp; Wonder?</b></p><ul><li><p>Competitive benefits, an open and supportive environment as well as a modern and exciting workplace.</p></li><li><p>The opportunity to interact with global teams on a regular basis and the possibility to switch teams and projects as you and our business continues to develop and grow.</p></li><li><p>Exciting projects with opportunities for creating positive change to our game engineering ecosystem.</p></li></ul><p></p><p>And if that is not enough; you will get to enjoy a<b> stunning work location</b> and <b>flexible working</b> whilst we provide you with the <b>guidance</b> and <b>development skills</b> you need to progress quickly and <b>enhance your career</b>.</p><p></p><p>#LI-Hybrid</p><p>#LI-iGaming</p>