Service Operations Analyst
Rank Group
- South Africa Mauritius
- Permanent
- Full-time
- 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
- 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.