Service Operations Engineer

  • Sky Betting and Gaming
  • Leeds, West Yorkshire, UK
  • Nov 02, 2017
Full time Information Technology Telecommunications

Job Description

At Sky Betting & Gaming we don't have Teams we have Tribes. Each Tribe is made up of small, agile and autonomous squads who work collaboratively with a shared purpose.

So whether you join our Bet Tribe, Early Careers Tribe or anything in between, you will work with a group of people with raw energy, natural talent, and the kind of spirit that helps us think big, act bold, and change the game.

It all means that we've created the kind of workplace that wins awards such as a place on the prestigious list of Sunday Times 100 Best Companies to Work For.

What you will do…

The Service Operations Engineer is the single point of contact for all technical service incidents, service requests, technical change activities and admin requests for Sky Betting & Gaming Production services. This is a 24x7x365 shift based role which will provide exposure to multiple technical disciplines from application support to basic network admin.

You'll be responsible for preventing service issues, managing incidents diagnosing and resolving faults in order to deliver the best possible customer experience. The role is focussed on ensuring the availability and performance of the Sky Betting & Gaming online services, back office systems, 3rd party data feeds and applications.

Working within a Service Management framework the successful candidate will be joining a busy and diverse service desk team that is rapidly growing and evolving in-line with the Sky Betting & Gaming business.

Candidates must be confident in IT and while a technical background would be advantageous it is by no means a requirement. The most important attributes a candidate should have is proactivity, positivity and most importantly an aptitude for learning new skills.

How you will do it…

  • Be the first point of contact for all technical issues and demonstrate a high standard of service
  • Implement Incident Management procedures effectively
  • Provide in depth systems and network troubleshooting and level 1 support for all of our 24x7 services to minimise customer impact and financial loss
  • Manage the resolution of technical fault tickets and the progression of general administration duties as required. Pass to 2nd line support teams as necessary
  • Manage all major incidents and outages from their beginning to their resolution. With a focus on reducing the mean time to recover
  • Pro-actively monitor and diagnose service and technical based events from live monitoring systems
  • Maintain strong relationships with stakeholders and wider tribes
  • Ensure that relevant parties are kept informed throughout any engagement
  • Work with development teams to review and make recommendations for our systems and services
  • Proactively identify areas of improvement in support processes and documentationCreation and maintaining of knowledge base articles, documentation and tools
  • Document timeline of events for incident reporting and/or post-mortem
  • Work with the wider Service Management Team towards improving processes and support for services

What do you need to be successful in this role...

  • Troubleshooting and problem solving skills
  • Ability to work well in a multi-user high pressure environment
  • Excellent written and verbal communication skills with peers, management, and stakeholders
  • Willingness to work flexible shifts and scheduling including nights, weekends, and bank holidays
  • A high level of business intelligence and experience of managing stakeholders
  • Ability to understand and simplify complex IT concepts
  • Experience of working within an Agile / ITIL environment
  • Willingness to learn and an ability to quickly adapt to work in a constantly changing environment
  • Self-motivator with energy and drive for continuous improvement and a focus on delivering results, with the ability to relate technical issues in simplistic and meaningful way to our customers
  • Must have good attention to detail

Desirable but not essential...

  • ITIL Foundation certified
  • Worked in a NOC or IT support team
  • Experience of Service management tools (e.g. Service Now), service monitoring and management tools.
  • Knowledge of the betting and gaming industry and an interest in sports, gaming or poker would be desired along with internet technologies.
  • Proven customer service skills gained ideally in a Service Desk or Customer Service role
  • Microsoft Administration and Network administration
  • Experience in Linux Administration or LAMP environments
  • Understanding of networking concepts such as Active Directory, DNS, DHCP, SSLand TCP/IP protocols.


Continental Shifts covering 24x7 based on 12 hour shifts (3 on 4 off pattern) bank holidays included in shift pattern (additional days annual leave to cover)

Based in Yorkshire, we have grown to become one of the UK's leading online betting and gaming companies. A business driven by bleeding edge technology, that brings the excitement of sports betting, casino games, poker and bingo to over 700,000 customers a day & growing!

It's a workplace like no other, with a mission to make Betting & Gaming better.

And we want you to be part of it.

Our People Ambition is to attract & develop diverse & talented people to meet the current and future growth needs of SB&G. Together, our aim is to create the Best Digital Business to work at.