Full-Time Trading Support Night Operator

As a Trading Support Operator you will be responsible for triaging issues raised to Trading Support and escalating them to the appropriate teams.

Reporting to the Trading Support Manager, you will be part of the Trading Support Incident Management team, who are the central hub and contact point for Trading issues across Entain global locations.

What you will do

• Own issues on behalf of the Trading department.
• Carry out initial investigation using multiple tools and resources.
• Determine if the correct Trading process was followed and identify any errors made by 3rd Party feed providers.
• Escalate technical issues to the appropriate teams, ensuring the priority is clear.
• Determine and document the impact and scale of all incidents raised.
• Recognise patterns within known issues and suggest possible solutions.
• Ensure the Head of Trading Support is aware of all key issues and major incidents.
• Check/chase trading incident tickets daily to ensure the investigation work is progressing.
• Communicate issues, workarounds and downtimes to all relevant stakeholders and manage their expectations accordingly.
• Undertake Quality Assurance on our betting offer to ensure that we are providing an optimal service to our customers.
• Report any QA issues to the relevant team to achieve a speedy resolution.
• Handle sportsbook queries from customer facing teams.
• Liaise with 3rd Party feed providers on data errors and other issues that impact Trading.

Requirements:

• Strong knowledge of Sports and/or Sports Betting.
• Solid ability in escalating issues in a concise and quick manner.
• Strong communication skills (Verbal, written and presentation).
• Ability to summarise complex data in a succinct and easy to understand manner.
• Calm under pressure and the ability to prioritise key tasks.
• Highly motivated and organised.
• Previous experience of triaging/investigating issues would be a plus.
• Ability to work Night shifts the majority of the time.

What is the last date for applying to the job?

Which countries are accepted for this remote job?