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Incident Analyst

  • Kraków, małopolskie
  • Specjalista
  • 30.08.2017

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Grand Parade, a part of William Hill company, is looking to hire Incident Analyst to join our team in Cracow.”
    We bet we can be a great match

    Do you want cool projects focused on online sports betting and
    gaming? Are you keen on working on highly reliable systems with
    low latency, much like the transactional systems of the best financial
    institutions but... with fun included? Would you like to work with
    some of the best Developers, QAS. DevOps Engineers and Project
    Managers in Cracow?
    Working with us you'll be at heart of the technological revolution of one the world's most trusted betting and gaming companies. We deal with projects ranging from widgets, desktop or mobile casinos and betting sites... just to name a few. Did you know that we process as many online Sportsbook bets per second on a typical Saturday as does Amazon UK on its busiest day of the year, deal with more than 20 million of users and gigabytes of data daily? Impressed? You can be sure there are many more challenges waiting for you to face them.

    You will be

    • 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?

    • Min. 1 year of 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)

    We offer you

    • Development opportunities, including IT conferences, internal trainings, lunch and learn sessions and individual development budget
    • Complexity of work and a great influence on business results of the whole Group
    • MacBook Pro or Dell to choose from
    • International exposure and business trips to our offices in London, Leeds and Gibraltar (our office is 5 minutes away from the beach)
    • Great working atmosphere in a team of amazing people without bored managers who prefer 10-years old solutions
    • Competitive salary and benefits (fully paid private healthcare, Multisport pass, daily fruits), employee referral program
    • Employment contract or B2B
    • Flexible working hours
    • Stable employment
    • And some fun in the office – integration events and company parties, internal GP football league, gamification initiatives, FIFA, board games, company competitions with cool prizes


    Please attach the below clause to your application: "I hereby give consent for my personal data included in my application to be processed for the purposes of the recruitment process under the Personal Data Protection Act as of 29 August 1997, consolidated text: Journal of Laws 2002, item 1182 as amended."