Job Description

Company Description

We create, innovate, and develop premium gaming content and fast, flexible gaming systems. Collectively, we provide one of the world's largest portfolios of market-leading content and technology to some of the largest gaming operators, lotteries and casinos across the globe. This is a true reflection of the people we have working with us today. SG Digital talent resides in most countries around the world and includes software engineers, artists, animators, sales and marketing gurus, administration specialists and management high achievers.

Our headquarters are in Las Vegas, but our people know no boundaries. We have extended hubs in Athens, London, Sydney, Stockholm, Montreal, Kiev, Gibraltar, Malta, Rome and New Jersey. Each individual location is unique, rich in a culture that reflects the region and the people who work and play there.

Passion, creativity and innovation are cornerstones of our business. If you want to work in a growing global business with talented people who will challenge and inspire you every day to bring out your best, SG Digital has fantastic career opportunities.

What You Can Expect
At SG Digital, we believe that success comes from common goals and tremendous efforts. We value merit, expertise, passion and creativity. We strive to ensure that our employees are rewarded for their contributions. As a part of SG Digital, you can expect:

  • Performance focused culture right across the business
  • A work hard, play hard environment
  • Fun and nurturing environment
  • New learning and development opportunities
  • Diverse and global opportunities
  • People friendly culture
  • Competitive salary packages.

Job Description

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). 


These are just some of the tasks you may work on:

  • Offer Service Desk support through phone, e-mail, Jira and other channels
  • Provide timely response to all incidents, outages and performance alerts.
  • Triage, troubleshoot and resolve customer issues related to production environments.
  • Categorize and prioritize issues for escalation to appropriate technical teams
  • 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.
  • Monitoring production applications, servers, and networks, acting promptly on alarms and degradation/outage events.
  • Notify partners of issues, outages and remediation status.
  • Proactively remain current with internal Standard Operating Procedures.
  • Acquire expert product knowledge in casino products, business partners, company structure, organization and industry.
  • Seek out and recommend automation as a means to reduce manual workload
  • Other ad-hoc requests as assigned.

Qualifications

If you are the right Operations Support Analyst for us you will be able to demonstrate:

  • 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 the 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.

It would also be great to see these skills/experiences as well:
* Previous experience in the Online Gaming industry
* University degree in IT or computer-related field, or equivalent work experience
* Technical certification(s) an advantage.

Additional Information

What You Can Expect
At SG Digital, we believe that success comes from common goals and tremendous efforts. We value merit, expertise, passion and creativity. We strive to ensure that our employees are rewarded for their contributions. As a part of SG Digital, you can expect:

  • Performance focused culture right across the business;
  • A work hard, play hard environment;
  • Fun and nurturing environment;
  • New learning and development opportunities
  • Diverse and global opportunities
  • People friendly culture
  • Competitive salary packages.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online