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For Companies At a Glance
- Tasks: Support digital platforms, troubleshoot incidents, and collaborate with development teams in a fast-paced environment.
- Company: Join Betfred, a leading name in the gaming industry, known for innovation and customer focus.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values collaboration and continuous improvement in tech solutions.
- Qualifications: Experience in digital platform support, knowledge of Windows/Linux OS, and familiarity with monitoring tools required.
- Other info: This is a permanent role based in Manchester City Centre, with a vibrant company culture.
The predicted salary is between 36000 - 54000 £ per year.
Location: Manchester City Centre.
Module: Hybrid 2 days (Mondays & Wednesdays)
Job Type: Permanent
Salary: £45K/Annually
Job Purpose
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.
Job Duties
- 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.
Knowledge, Skills and Experience
Essential
- 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.
Digital Services Officer employer: Impellam Group
Contact Detail:
Impellam Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Services Officer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as MySQL, Instana, and Grafana. Having hands-on experience or even completing relevant online courses can give you a significant edge during interviews.
✨Tip Number 2
Showcase your understanding of ITIL principles and Agile methodologies. Be prepared to discuss how you've applied these frameworks in previous roles, as this will demonstrate your ability to thrive in their fast-paced environment.
✨Tip Number 3
Network with current or former employees of the company on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Prepare to discuss real-life scenarios where you've successfully resolved incidents or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easier for interviewers to see your problem-solving skills in action.
We think you need these skills to ace Digital Services Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Digital Services Officer role. Focus on your troubleshooting abilities, familiarity with monitoring tools, and any experience in an ITIL or Agile environment.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses how your background fits the job description. Mention your experience with Windows and Linux OS, as well as any relevant database technologies. Show enthusiasm for the role and the company.
Showcase Communication Skills: Since excellent communication is key for this position, ensure your application reflects your ability to convey complex information clearly. Use examples from past experiences where you successfully communicated with stakeholders or collaborated with teams.
Highlight Problem-Solving Experience: In your application, provide specific examples of how you've identified and resolved incidents in previous roles. Discuss any tools or methodologies you used, such as ITIL practices, to manage incidents effectively.
How to prepare for a job interview at Impellam Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with the specific technologies mentioned in the job description, such as MySQL, Linux, and monitoring tools like Splunk and Grafana. Highlight any relevant projects or situations where you successfully troubleshot issues using these technologies.
✨Demonstrate Agile Understanding
Since the role involves working in an agile environment, be ready to explain your experience with agile methodologies. Discuss how you've participated in daily stand-ups or collaborated with development teams to prioritise tasks and resolve incidents efficiently.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of examples where you had to troubleshoot a complex issue or manage multiple incidents simultaneously, and be ready to walk the interviewer through your thought process and actions.
✨Communicate Clearly and Concisely
Excellent communication is key for this role. Practice explaining technical concepts in simple terms, as you may need to liaise with non-technical stakeholders. Prepare to demonstrate your ability to create clear documentation and provide updates on incident statuses.
