דרושים בתחום מנהל שירות / תמיכה

NeoGames, a world-leading provider of solutions and services for iLottery and iGaming operators, is looking for a Service Operations Team Leader to join our dynamic Technical Operations Group.
The Service-Ops team leader will be responsible for the end-to-end handling of all reported production incidents, building and maintaining a team of technical experts in the company’s product.
Prioritizing daily tasks in order to maintain excellent service to the company’s customers in compliance with SLA requirements.

Responsibilities
· End to end ownership on all production incidents – last tier in the cycle
· Maintain open and frequent communication with the customers
· Manage critical incidents during on and off hours
· Recruit and train Service-Ops engineers
· Prioritize daily incidents and tasks
· Investigate, find root cause, escalate and track bugs to R&D
· Keep up to date with company’s tech development and be a technical focal point for various departments in the company
· Meet agreed SLA levels per customer.
· Interface with various departments in the company including R&D, Product, QA, Projects and more.

· Experience in advanced support position (Tier 3/4) – Must
· Bachelor's technical degree (or similar) – Must
· 24/7 availability for escalations and handling critical production incidents – Must
· Strong understanding of web and web-related technologies – Must
· Strong troubleshooting and investigation skills – Must
· Experience in leading NOC or advanced Support team – Advantage
· Knowledge of ITIL practices – Advantage
· Knowledge of Application lifecycle and CI/CD practices – Advantage
· Experience with centralized logs solutions (SPLUNK, Logz.IO, LogStash, etc.)
· Experience with application monitoring solutions (New Relic, DynaTrace, AppDynamics, etc.)
· Ability to read and understand C/S code (.NET, JS, etc.)
· Ability to read and understand SQL stored procedures
· Service-oriented
· Driven, Motivational , Hands-On and Responsible