Operational Support Specialist - DBN at BETSoftware

• As an Operational Support Specialist, you'll take center stage as the guardian angel of our esteemed betting company clients. Your mission, should you choose to accept it, is to ensure software systems glide effortlessly through the digital realm. You'll be the ultimate troubleshooter, taking on technical challenges and smashing them to smithereens!

You Bring:

• Knowledge of software applications/programs.
• Strong written and verbal communication skills.
• Good interpersonal skills and technical capabilities.
• Excellent problem-solving and attention to detail.
• The ability to multitask in a deadline-driven environment and show initiative.
• Strong organisational and resourceful capabilities.
• A high level of attention to detail and showing resilience.
• An understanding of the betting industry.
• An understanding of DB’s and betting/deposit/withdrawal systems.
• Experience with SQL.
• Experience with conducting risk-based investigations, including anti-money laundering.

What You’ll Do:

• Providing day-to-day support to operational Teams from our betting company clients.
• Ensuring proper investigations are conducted when responding to queries or escalating to internal Teams.
• Customer journey improvement and support where needed by operations.
• System monitoring: continuously monitoring the software systems used by betting company clients, proactively identifying potential issues, and taking appropriate action to prevent disruptions.
• Working closely with product Teams to effectively integrate, manage, support and report on new products.
• Incident management: acting as the primary point of contact for betting company clients during critical incidents, ensuring timely resolutions and minimising downtime.
• Incident reporting: ensuring high level incident reports are documented, reviewed, and submitted to stakeholders in a timely manner.
• Stakeholder communication: liaising with internal Teams, including customer support, finance, marketing, and technology, to ensure effective coordination, timely information sharing, and alignment of operational objectives.
• Mandatory testing: ensuring the necessary steps are taken to conduct and review test cases during software releases.
• Customer support: providing exceptional customer support by addressing customer queries, troubleshooting account issues, and resolving disputes in a timely and professional manner.
• Continuous learning: staying abreast of industry trends, emerging technologies, and advancements in betting platforms and systems, to enhance personal knowledge and contribute to ongoing improvements in operations.
• Facilitate mentoring and coaching as required.
• Be actively involved in the recruitment of new Team Members when necessary.
• Oversee all aspects of the Team by facilitating and resolving issues through effective problem solving and communication skills.
• Maintain a current and future skills matrix for your Team.
• Create a culture for Teams that is aligned to BET values.
• Be available and on call after normal operational hours to support relevant Teams during instances where disaster management is needed, and for live issue management and live deploys.
• Any ad hoc tasks.

Closing Date 03 August 2023