technical operations (toc) engineer (3915)

The Technical Operations Center (TOC) Engineer acts as a single point of contact for the assessment, prioritization, escalation and resolution of incidents related to corporate and gaming/betting infrastructure.
 
Your day to day will include:

• Monitoring the daily performance and functionality of Corporate and Gaming/Betting infrastructure and responding to service failures by implementing the prescribed resolution steps

• Maintaining monitoring tools, proposing improvements to optimize system functionality, supervising relevant contractors, and ensuring control over their performance to uphold service standards

• Addressing tickets submitted by Allwyn's corporate operations related to technical issues with hardware devices and platforms, and managing prioritization, evaluation and resolution in accordance with stablished processes and procedures

• Handling technical issues reported via the Allwyn Services Portal, collaborating with Allwyn Technology vendors to resolve problems concerning gaming and betting application as well as communication circuits

• Escalating incidents and problems as necessary, supporting investigations to minimize incident duration, tracking resolution progress, and providing updates and clarifications to end users regarding the procedure followed

• Maintaining comprehensive documentation and incident reports, detailing the nature of problems and steps taken to resolve them in order to inform improved strategies for preventing future incidents

• Executing User Access Management processes, including overseeing access provisioning and deprovisioning, and gathering relevant data as evidence to support responses to audit inquiries

• Becoming proficient with basic Linux commands and assisting in the review and enhancement of automation scripts to improve operational efficiency

What you need to succeed:

• BSc in Computer Science, Information Technology, or a related field

• 3+ years of experience in customer support, preferably in a technical or Network/Technology Operations Center environment  

• Help desk exposure in the provision within a corporate environment

• Knowledge of the practices, processes and general standards of the end-user technical support

• Familiarity with ticketing systems and/or monitoring tools

• Ability to comprehend and retain technical information and to clearly translate technical issues in simple non-technical terms

• Strong customer service culture

• Effective communication and team player

• Excellent organizational and prioritization skills

• Achievement orientation

• Availability to work on shifts 24/7/52 

What’s in it for you? 

🚀 An award-winning working environment  

💸 Competitive salary package and bonus scheme  

🩺 Health insurance coverage, Pension Plan and Annual Health Checkup  

💻 Hybrid working model  

🏢 State of the art facilities including gym & restaurant 

🎓 Continuous learning powered by Allwyn Academy  

💼 Internal career opportunities  

👪 Family Support incl. daycare voucher and assisted reproduction voucher 

🌱 Volunteering program, including 2 extra days off to give back 

💪 Well-Being Program incl. sports teams, nutritionist & psychologist services, Employee Assistance line and more 

🗓️ Allwyn Day - one extra day off  

🍴 Monthly food allowance  

🚌 Shuttle service for easy commute to our offices 

🛍️ Exclusive employee discounts across a range of partners ️