Support Lead

OpenBet is looking for a Support to fill in an exciting role focusing on sup porting, debugging and improving the functionality and performance of applications and systems running on high availability production environments. As a Support Lead with us, youll have exposure to these systems and more, as you take our products and your career to the next level.

What you will be involved with as a Support Lead at OpenBet:

Line managing a medium-size team of Support Engineers in a single geographic location, including performing staff appraisals and regular 1-1s.

Involved with recruitment and the interview process.

Enforcing Support Processes within their team.

Liaison with other Support Leads and Support Management to ensure appropriate attention to Support issues is being given rebalancing resources whenever required.

Managing the Support ticket backlogs, during their working hours, based on impact and /or urgency and assigning/escalating tickets accordingly. Review fixes for production issues.

Analysis of ticket data to report on trends and/or improvements in handling of tickets and monthly SLA figures.

Responsible for identifying and delivering improvements to knowledge base and wiki documentation.

new or updated technical articles. Ensure that their have acknowledged and understood the technical articles. Mentor team members in technical issues.

Sign off new or updated technical training materials. Ensure that their have acknowledged and understood technical training materials.

Lead daily team standup meetings reviewing incidents and updates and feedback from management meetings.

Prepare and perform Monthly Service Reviews with Customers.

Escalation for any Support Issue.

Create rota schedule for the local team which includes working on weekends and bank holidays.

Qualifications

If you are the right Support Lead for us, you'll be able to demonstrate:

A bachelors degree in a traditional science subject, ideally computer science, engineering or information systems from a well-regarded university.

3+ years of experience in a line management role, with proven record of technical investigation and creating solutions to problems.

Strong analytical and problem-solving skills

Strong line management skills.

Strong time-management and prioritization skills.

Strong ability to handle both customers and internal teams both personally (and when applicable technically) at a senior level adeptly and without supervision.

Strong ability to handle all incidents, including acting as the main coordinator in a site-down situation.

Excellent communication skills, both written and spoken.

An ability to learn new technologies quickly, work independently, manage workload and escalate in timely manner

The ideal candidate would also have the following skills/experiences:

3+ years of hands-on experience in at least one major language (Java, J2EE, C, C++, Python, PHP, etc.) and SQL queries.

Strong fundamental programming skills (data structures, algorithms).

Advance knowledge of any Unix/Linux distributions (e.g. Ubuntu, SUSE, etc.) and commands.

Strong knowledge of performance monitoring tools (Grafana, Datadog, Squadcast etc.).

Strong knowledge of LAMP (Linux, Apache, MySQL, PHP) website design.

Strong knowledge of Web technologies (HTML, HTML5 and CSS) and internet protocols (XML, HTTP, TCP/IP).

Advance experience using version control systems (GIT, Subversion, CVS, etc.).

Strong knowledge of scripting languages such as Perl, Python, JavaScript.

Proven interviewing / recruitment skills.

Familiarity with Jira ticketing system.

Additional information

Alongside our market leading benefits; dynamic & vibrant working culture and talented team

members we can offer you:

Competitive benefits, an open and supportive environment as well as a modern and

exciting workplace.

The opportunity to interact with global teams, and where appropriate switch teams

and projects as you and our business continue to develop and grow.

Tangible and genuine career development - at OpenBet, where you can take your career where you want it to go!

Exposure to real-world and business-critical projects & the chance to develop some of the worlds leading e-commerce sportsbooks whilst working with various clients and seeing lots of code!

New skills and a completely different, fresh approach to development.