Technical Support Manager (вакансія неактивна)

Requirements:
Bachelor’s degree in Computer Science (or a related field);
5+ yrs of software support and maintenance;
2+ years of managing Support teams;
Excellent problem solving and analytical skills;
Experienced in setting up monitoring tools (New Relic, ELK, Prometheus, Zabbix etc);
Experience working with AWS (EC2) and Akamai services;
Solid experience working with networks (DNS, HTTP2, Websocket, AJAX etc);
Basic experience working with SQL & NoSQL Databases;
Experience working in Agile environment;
Experience with continuous integration / continuous deployment system;
Experience with application support and business operations in Gambling & Betting domain is a big plus.

We offer:
Competitive salary and compensation package;
Friendly and professional team;
Career and professional growth;
Low hierarchy, open policy, open communication;
Flexible working hours;
Modern and comfortable office in top class office center.

Responsibilities:
Facilitate and coordinate support operation workflow as a single point of escalation for all Production issues on day-to-day basis;
Own normal service operation establishing quality gates and preventive measures to guarantee stability according to SLA’s;
Act as liaise between Business and engineering teams to identify key service gaps and drive continuous improvements;
Support and contribute to functional and non-functional testing initiatives acting as SRE to ensure service quality;
Identify KPI’s and report to Symphony Solutions leadership team and business as per an agreed schedule (or upon request);
Support and contribute to Release management to deliver high quality products and services;
Help identify, resolve major impediments and risks;
Ensure that reporting to internal and external stakeholders is delivered at the agreed timelines;
Build and maintain an excellent working relationship with the customer through successful service operation of all client related projects;
Be active member of Operational Leadership Team;
Control team performance and participate in performance reviews and one-on-one meetings (i.e. full employee life cycle);
Work with internal Operations department to ensure effective utilization and timely rotations of resources;
Coordinate with SDO to ensure delivery excellence on the project/account;

Our customer is one of Europe’s leading betting and gaming companies with established retail and online brands. The Group serves customers primarily in the UK and Italy, the two largest regulated gambling markets in Europe. In the UK, the Group has over 1,850 betting shops and customers can access all content and products online. The customer has an estimated 21% market share in the UK retail market, making it the largest private operator, and the third-largest operator. The Group has an estimated 7% share of the UK online market, following the launch of new online platforms in 2012 at an investment of over £50 million. The investment shows excellent results, driving year-on-year growth in net revenue. In Italy, the Group has 870 Eurobet betting shops and can be found online at Eurobet.it. Eurobet has been very successful in obtaining new licenses, having won 25% of all available licenses in the most recent tender 100% of which are bid for. Following changes in legislation, it has also been active in relocating certain licenses to enhance performance, and in rolling out new products (e.g. Virtual Racing) in advance of competitors. Further improvements in legislation stand to deliver more benefits to Eurobet, e.g. improved clampdown on the illegal gambling market. Eurobet has grown its share of the Italian sports betting market from 7% in late 2012 to over 15% now.