Grand Parade, the part of William Hill company, is looking to hire Incident Analyst with the experience in application support.
Who we are and what do we do in Grand Parade?
Grand Parade is a strategic development centre of William Hill Group – a leading global betting company. Locally, we are a top Cracow-based software development hub specializing in building advanced systems for online sports betting and gaming. Our systems are highly reliable and resilient with low latency, much like the transactional systems of the best financial institutions. We process as many online Sportsbook bets per second on a typical Saturday as does Amazon UK on its busiest day of the year and we deliver complex systems in a highly-regulated environment, yet one that prides itself on customer interaction and innovation.
What challenges we are facing every day?
- Complex real- time web apps
- Interactive dashboards and scoreboards supporting thousands of requests per second
- Real- time data processing
- More than 20 million users daily
- Gigabytes of data per day
Responsibilities include:
- Ensuring ITIL processes are adhered to
- Recording and responding to incidents and service requests from the business, suppliers and service teams within agreed operational and service levels
- Following the defined current Service Desk, Incident and Request fulfilment processes
- Implementing techniques of incident and problem matching to restore service quickly by applying known error workarounds
- Retaining ownership of more serious issues, managing 3rd line support and external suppliers, keeping affected parties informed of status and progress
- Taking ownership of assigned incidents providing clear jargon free communication as required to other service disciplines and business users
- Initiating the required change process to implement agreed workarounds and raise the necessary requests for change
- Producing statistics and reports as required
- Maintaining a strong customer focus, managing expectations as required
- Effective managing of 3rd party suppliers
- Providing full incident closure details including root cause analysis
- Aiding in diagnosing the cause of the incident through a structured process of investigation with internal and external support teams
- Working closely with Technology colleagues to ensure incidents are resolved effectively as quickly as possible and to prevent root cause analysis
- Forging strong relationships with BS colleagues and management and key stakeholders in the business
- Maintaining a strong customer focus in everything you do
- Providing support and guidance for all colleagues
What do we expect?
- Experience in application support and working within a support environment
- Experience in working in ITIL aligned environments
- Good supplier management skills to co-ordinate the support activities of internal and external support providers
- Strong customer focus establishing effective relationships with key stakeholders and 3rd parties
- Credible communicator and influencer, adapting style as appropriate
- Proven problem solving and analysis skills
- Ideally ITIL Foundation Certificate
- Ideally a degree in an IT discipline or equivalent
- Ideally a broad understanding of information systems and web technologies, specifically, UNIX, Apache, SQL and Microsoft Applications
- Excellent English skills (both written and spoken)
What do we offer?
We offer competitive salary and opportunity to work with amazing people (without bored managers who prefer 10-years old solutions), Lunch & Learn, internal training sessions and interesting events organized by employees (e.g. internal GP football league, FIFA, board games).
Basically it looks like that:
- Stable employment
- Attractive social benefits (Fully paid private healthcare Enel-Med and Multisport pass, daily fruits)
- Flexible working hours
- Lots of integration events & company parties
- Individual training budget
- Competitive salary
- Company competitions with cool prizes
- Brand new office in the city center (+1000m2)
- Business trips to our headquarter in London
- Employee referral program (up to 5000 PLN)