Betting and Egaming support Team Leader Job in Harrow, London Uk
Betting and Egaming Systems Support Team Leader
The name Ladbrokes is synonymous with betting and gaming. We operate over 2,000 shops in the UK and employ over 14,000 people. Additional ventures in Spain, Belgium and Asia make us the worlds largest betting and gaming company. We are a market leader in our field, investing in cutting edge new technologies in online gaming and telephone betting.
As Ladbrokes continues to grow we are seeking an experienced Egaming Support Team Leader to be responsible for operational support of all Egaming Systems applications. This includes the resolution of 2nd tier incidents, problem management, availability management and capacity management, delivering to agreed KPIs in relation to these applications.
This role has responsibility for effective and efficient service management with regard to egaming applications, liaising with the relevant stakeholders to ensure the service meets their needs.
Key Responsibilities
- Ensures and undertakes resolution of escalated problems within the agreed timescales and in line with One IT procedural standards and policies
- Liaises with the business ensuring the service meets their needs
- Ensures and undertakes documentation activities within the incident / problem record and handover to Service Desk for redirection / closure
- Ensures and undertakes the hand off of problems to the 3rd line teams and partners
- Monitors supplier performance and conducts regular service reviews ensuring shortfalls are addressed
- Responsible for escalating unresolved problems within the agreed timescales to the Applications Support Manager or designated point of escalation.
- Manages the provision of Egaming Systems applications support and helps develop, implement and monitor appropriate support processes to allocate, track and resolve incoming requests to the team, managing resources accordingly
- Creates and delivers reports against support SLAs and KPIs and participates in improvement and optimisation reviews as appropriate to ensure the level of support the team provide is continuously improved
- Ensures support is provided to users and the Service Desk whilst resolving complex problems
- Monitors the operational "health" of systems and looks out for indicators of current or future service degradation
- Identifies gaps in applications monitoring and alerting and addresses
- Carries out Problem Management to identify root causes of repeating incidents
- Ensures requests for service are completed within agreed timescales
- Responsible for ensuring service provided by the team is to agreed service levels
- Performs callout duties as per rota
- Performs weekend cover as per rota
- Undertakes projects as required by applications support manager
- Manages the rota to ensure onsite and out of hours cover is in place to meet the requirements of the business
- Provides input into projects and release management activities during the development and implementation of new services
- Undertakes performance management process with respect to team direct reports
- Support recruitment of new team members
Knowledge Experience
- Proven management of successful teams within a fast paced IT support function
- Strong verbal and written communication skills; expertise in setting and managing customer expectations
- A customer focused approach to service delivery
- Strong Experience of supporting large scale, high volume, real-time web based applications
- Experience of relevant technologies - Experience of Web technologies, Windows environment. Apache and Informix environment an advantage,
- ITIL certified
- Experience of working alongside third parties
- A strong passion for Sport and the Gaming sector