Incident analyst

The Incident Analyst is responsible for leading the resolution of incidents affecting customer services across a wide range of Flutter brands. The successful candidate will require an aptitude for working with a variety of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident follow-up activities.

• End to end ownership of incidents with potential or actual business impact.
• Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
• Own and manage the progress of customer incidents within Operations, clearly recognizing the customer issue and driving to resolution.
• Review and revise processes, policies and procedures on a regular basis to drive efficiency and effectiveness within the Production Operations Desk
• Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external).
• Understanding and familiarity with Customers’ services and solutions.
• Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve.
• Actively participate as required in meetings (customer, 3rd party, internal).
• Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.

• Customer-focused with previous proven experience working in a customer-facing role.
• Excellent communication skills at all levels, with an ability to convey complex problems and to translate technical language into user-friendly information.
• Eagerness to work in and as a team to solve incidents
• Experience with the Atlassian Tech Stack, mainly JIRA and Confluence and/or other CRM tools
• Highly motivated, pragmatic and energetic team member, positive, determined and driven with a can-do attitude.
• Demonstrable analytical and problem-solving skills and a good understanding of IT Service Management process frameworks.
• Technical background with a broad understanding of the majority of the following: Firewall and VPN technologies, TCP/IP routing, Network connectivity, Domain Names, and DNS Management, Web and Mobile services, Cloud Hosting, VMware, Windows, Linux, iOS and Android.
• Будет плюсом: ITIL Foundation certification is an advantage

• Generous annual leave
• Hybrid work
• Individual health insurance
• Paid sick leave
• Family reward
• Performance & referral bonuses