Service Operations Analyst- Sportsbook

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Job description

Service Operation Analysts  – Sportsbook are our service specialists, keeping our systems running 24/7.

They are part of a team that looks after a revenue generating channel, managing incidents, applying fixes, finding cause and communicating progress. This role includes weekend work and commitment to progress towards on call duties out of hours to provide the best support 24/7 across our global business

About us

With over 16,000 people worldwide, we make a huge investment in everyone, offering great career development opportunities. Our people are at the heart of everything we do and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after – we’ve got a responsibility to our customers too and we work hard on our ambition that nobody is harmed by gambling.

Your role in the team

You will be responsible for managing 2nd line incidents through to resolution within agreed SLAs and will need to identify and understand technical incidents via analysis of monitoring systems and application logs to ensure prompt resolution.  Incidents may relate to any of our live customer facing services both via mobile and PC and also the applications our business use to perform their roles.   You will also have the support of other tech experts from the teams around us but a solid understanding (or theory) of technology is recommended.  The team is also responsible for provision of management info both on product availability and our internal team performance.  You will be expected to recognise areas for service improvement, in particular around automation to reduce the risk of product failure and improve the time taken to resolve incidents.   We also drive problem investigations to understand the root cause of incidents and ensure that any risk of further failure is mitigated.  As a 2nd line application support team many incidents you manage will not have a known documented response, so logical thinking, strong analysis skills, prioritisation and clear communication are all key. 

Key Skills

You’ll ideally be graduate calibre (IT /Maths) with the ability to learn quickly and work under pressure. You’ll have a strong customer focus and ideally have gained some experience of working in a similar support environment and understanding of corporate infrastructure. Understanding or experience of ITIL environments and direct technical experience will be helpful, but above all we are looking for ambitious, driven individuals looking to carve a long term career at William Hill with a passion to grow their technical skills.

What we offer

We’ll welcome you on-board with 25 days holiday (not to mention 8 bank holidays and an extra day for your birthday), a rewarding bonus scheme, healthcare, an attractive pension package, healthy gym discounts and a staff benefits scheme. Plus, our season ticket loan and handy Metro Card loan will save you money getting to work and getting around town. And if you see the journey to work as part of your fitness regime, you’ll just love our Cycle to Work scheme.

William Hill in Leeds

Right in the middle of the creative heart of the UK sit both of our Leeds offices. Leeds itself is a buzzy, busy place to work and live. A hub for tech, digital and gaming companies – there’s also five universities right on our doorstep. And away from work, we’re in the heart of the Yorkshire Dales and of course have got a competitive sports scene with Leeds United and Yorkshire Cricket and Rugby just up the road in Headingly.