Light & Wonder is the global leader in cross-platform games and entertainment. The company brings together 5,000 employees from six continents to connect content between land-based and digital channels with unmatched technology and distribution. Guided by a culture that values daring teamwork and creativity, Light & Wonder builds new worlds of play, developing game experiences loved by players around the globe. The company’s OpenGaming(tm) platform powers the largest digital-gaming network in the industry. Light & Wonder is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices. To learn more, visit lnw.com.

Working as part of a global team, the Operations Support Analyst will play a key role in the centralized Incident communication process for internal and external partners. You will be responsible for delivering professional, accurate, and timely service including triaging and resolving issues in production, application monitoring, contact handling and incident coordination for business-to-business (B2B) customers. This individual is a fantastic communicator, possessing technical skills, with solid industry knowledge which enables them to assist customers and adhere to defined Service Level Agreements (SLAs). You will also need to be a flexible team player and available to work in a shift work environment.

Primary Responsibilities (Evening Shift)

• Offer Service Desk support through phone, e-mail, Jira and other channels

  • Triage, troubleshoot and resolve customer issues related to production environments

  • Categorize and prioritize issues for escalation to appropriate technical teams

• Support the Major Incident process during the evening shift

  • Be the Incident Coordinator until incident resolution. Notify the business when any high priority incidents may occur. Contribute to the rapid resolution of incidents by calling for the necessary assistance from groups within the organization. Escalate issues with relevant personnel or support organizations as required.

  • Provide timely response to all incidents, outages, and performance alerts

• Monitoring production applications, servers, and networks, acting promptly on alarms and degradation/outage events

• Proactively remain current with internal Standard Operating Procedures

• Acquire expert product knowledge in casino & Sportsbook products, business partners, company structure, organization and industry

• Seek out and recommend automation to reduce manual workload

• Other ad-hoc requests as assigned

• Prior experience working with ITIL or similar Process Management System
• Must be organized and detail oriented with a strong focus on providing superior Customer Service
• Excellent written and verbal communication skills, can interact with customers and internal departments to gather information and translate technical concepts
• Strong time management skills that enable performance and delivery of results while working in a high volume work environment
• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed
• Enthusiastic attitude with a strong desire to learn all aspects of the iGaming business
• Must be able and willing to operate in a 24/7 environment as part of a global business function

Nice to Have

• Previous experience in the Online Gaming industry
• Bachelor’s degree in IT or computer-related field, or equivalent work experience
• Technical certification(s) an advantage

Why would you enjoy working with us at Light & Wonder?

• Competitive benefits, an open and supportive environment as well as a modern and exciting workplace.

• The opportunity to interact with global teams on a regular basis and the possibility to switch teams and projects as you and our business continues to develop and grow.

• Exciting projects with opportunities for creating positive change to our game engineering ecosystem.

And if that is not enough; you will get to enjoy a stunning work location and flexible working whilst we provide you with the guidance and development skills you need to progress quickly and enhance your career.

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