Service Operations Team Lead

Ukraine · Full-time

About The Position

We are NeoGames, a global leader of iLottery solutions and services to the national and state-regulated lotteries.

We empower our customers to create the most successful iLottery programs with a complete solution that includes industry-leading omnichannel platforms, an innovative portfolio of the best-performing interactive games, and a full suite of business and technology services.  

We are on the lookout for extraordinary people, who will be eager to learn, to be a part of a team and share our vision.

We are hiring a Service Operations Team Lead to join our Incident Management team.

Responsibilities

  • Lead service operation team - E2E ownership on all production incidents – last tier in the cycle
  • Communicate with a customer in e-mails, JIRA items, and conference calls
  • Provide Tier 3/4 services for internal and external entities, provide high level of support to meet the customer SLA, and minimize escalations to R&D
  • Interface with various Departments, R&D and Customer Support groups to address product issues in complex environments
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams
  • Prioritize, monitor, and be responsible for the progress of all issues/bugs reported by the team members
  • Manage critical escalations during on and off hours
  • Maintain open and frequent communication with customers and business owners
  • Recruit and train service operation engineers, provide ramp activities, knowledge sharing, technical coaching, and mentoring
  • Keep up to date with company’s tech development and be a technical focal point for various departments in the company

Requirements

  • Available to work in parallel to the US market (between 14:00 to 23:00; Monday to Friday) - Must
  • Excellent verbal and written communication skills in English – Must
  • Strong understanding of web and web-related technologies and Client/Server applications – Must
  • Previous experience in SQL - Must
  • 2+ years of relevant experience in a customer-focused position involving technical knowledge - Must
  • 1-3 years' experience in managing 3rd/4th level support team – An advantage
  • Experience with Web debugging tools – An advantage
  • Service Oriented and good communication and interpersonal skills
  • Fast & self-learner, hardworking, team player, organized and responsible, dynamic, motivated
  • Bachelor's degree in Computer Science / Software Engineering (or similar)
  • 24/7 availability in case of critical issues
  • Hard working, responsible, meticulous, detail-oriented, independent

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