Service Operations Analyst

Rank Group

  • South Africa Mauritius
  • Permanent
  • Full-time
  • 23 days ago
  • Apply easily
Company DescriptionRank Interactive, the digital arm of the Rank Group plc, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.With offices in the UK, Gibraltar, Mauritius & South Africa and being part of a group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.Job DescriptionThe key purpose of the role is to ensure that customers have the smoothest possible experience when playing on our digital platforms by quickly, efficiently and sympathetically dealing with technical issues that customers and the business raise. This role does not require a deep background in technology, but it does require experience in handling customer problems and in advocating for the customer when dealing with technology teams.
  • The successful Service Operation Analyst will help customers and colleagues by getting the right technology teams to resolve incidents with the minimum amount of disruption.
  • Functioning as a member of the operational team, that acts as a single point of contact for digital and multi-channel incidents.
  • End-to-end management of incidents, driving incidents to resolution through collaboration with internal and external service suppliers.
  • Contribution of knowledge, expertise and insight to the building and maturing of the operational incident management team.
  • Collaboration with business teams to identify and implement mitigation measures to minimize the impact of incidents on customers and internal users.
  • Escalation of incidents to accountable internal and external service management points of contact, where necessary and in line with escalation rules.
  • Monitoring of Service Level Agreements/Key Performance Indicator compliance of services and suppliers, articulating these through ad-hoc and periodic reporting.
  • Initiating and facilitating discussions with service providers and business teams to identify tasks in resolving incidents.
  • Contributing to Continual Service Improvement initiatives, targeting improvements in Customer experience, IT Service Management operations & Business operations.
  • Becoming Subject Matter Experts in Services and their operations in delivering services to customers and business teams.
  • Working closely with other IT Service Management functions to provide insight into the operation of services, including: Change Management in assessing Service changes & Service Transition in understanding the impact of services transitioning into operation.
  • Building relationships with key suppliers and participating in operational reviews.
  • Taking on additional tasks to meet departmental, project-related or developmental objectives.
  • Maintaining awareness of key regulatory and licensing requirements.#LI-VM1 #LI-Onsite
Qualifications
  • Experience in helping customers overcome technology issues, through the help of technology teams.
  • Experience in the gaming and gambling industry, with an understanding of how a mesh of suppliers delivers a single customer experience.
  • Willingness to work towards ITIL Service Management qualifications.
  • Knowledge of Rank’s Digital Business.
  • Customer-focused with a passion and drive for customer satisfaction and delivering business value.
  • Ability to communicate in a clear, logical and concise manner to all levels, including C-suite.
  • Comfortable to challenge and being challenged while managing conflict.
  • Commercial focus and awareness.
Additional InformationYou’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.

Rank Group