Digital Services Engineer

Working within IT Service, the Online Support function is fundamental to the Businesses Digital Platforms and related services.

The team is responsible for supporting all applications and services used across the Betfred Digital Business as well as external customers, liaising with 3rd parties where relevant, reacting to incident escalations, as well as providing platform expertise to aid in the investigation and resolution of Live Incidents/ Bugs.

Working closely with internal Development teams and Product Owners, in an agile environment, your role is to ensure effective communication and transfer of knowledge between Development Teams and IT Operations - fundamentally minimising resolution times and turnaround of code-fixes., * Prioritise and provide advanced troubleshooting of incidents escalated via ServiceDesk across a range of technologies: Internal software, MySQL, Instana, Loki, RabbitMQ, Linux & Windows OS, Splunk, Prometheus, Grafana.

• Develop clear and concise internal troubleshooting documentation to streamline incident resolution, ensuring each guide includes step-by-step instructions, common error scenarios, and solutions tailored to our systems and workflows.

• Provide product expertise to help ensure that services and components meet and continue to meet all their agreed performance targets and service levels.

• Investigate all breaches of service level objectives, initiating remedial activities where possible.

• Use application management software and tools to investigate issues, collect performance statistics and create reports.

• Continuously suggest and contribute to the team's monitoring strategy to ensure IT teams are equipped with essential platform metrics, data, and alerts, enabling proactive identification and reduction of faults, bugs, and incidents.

• Identify and analyse trends and recurring incidents to support efficient Problem Management.

• Participate in daily stand-up meetings with development teams to stay aligned on priorities and progress.

• Collaborate with internal business and product teams to ensure real-time prioritisation of active bugs and incidents, providing timely status updates as needed.

• Experience Support/ Maintaining/ aiding in Delivery of a Digital Platform/ Service or recent relevant qualification.

• Previous experience and/or understanding of Windows & Linux OS.

• Experience with one or a number of the following monitoring tools: Instana, Splunk, Loki, Prometheus, Grafana.

• Experience with Database technologies such as Mysql, MongoDb or Redis and the relevant query language.

• Previous experience and/or understanding of cloud-based infrastructure (ideally AWS).

• Operated in/ understanding of an ITIL environment, where Incident/ Problem Mgmt, Change Control, etc are implemented.

• ITIL working knowledge or qualification

• Previous experience in a busy, fast-paced IT environment, working to agreed SLAs and other KPIs beneficial.

• Operated in/ understanding of an Agile Development/ Delivery environment.

• Understanding of the full web technology stack (network, TCP/IP, DNS, routing, HTTP/S)

• Ability to organise and prioritise tickets, working off their own initiative.

• Excellent written and oral communication skills, and excellent stakeholder management.

Desirable

• RabbitMQ

• Scripting knowledge such as PowerShell, Python.

• Sound knowledge in the Gaming and Sports industry

• Experience in prioritising operational and development backlogs.

We offer a variety of competitive benefits, some of which vary depending on the role you're recruited to. Some of what you can expect in this role includes:

• A competitive rate of pay and pension contribution ( £30,000 - £45,000)
• Generous discretionary bonus schemes, incentives and competitions
• An annual leave entitlement that increases with length of service
• Access to an online GP 24/7, 365 days a year for you and your immediate family.
• Employee wellbeing support through our Employee Assistance Programme
• Enhanced Maternity & Paternity Pay
• Long Service Recognition
• Access to a pay day savings scheme, financial coach and up to 40% of your earned wage ahead of payday, through Wagestream.

Our mission is to dominate the betting and gaming industry on a global scale and we need the very best Tech talent to help us achieve this. We recently migrated all of our customers onto our very own proprietary platform - so it's an exciting time to join us. With the help of our new platform, we're able to pioneer new products and drive more advanced, creative technologies. The result? Unrivalled experiences for millions of customers worldwide. Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our new platform's potential. So, if you want to help shape the future of betting and gaming, then it's to time to join us.