Group Monitoring Center Administrator

Fortuna Entertainment Group

3 - 8 years

5 - 10 Lacs

hyderabad

Posted:Just now| Platform:

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Skills Required

it services global operations centre administrator zabbix service level problem management business intelligence jira gaming monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

What You ll Be Doing

Your daily activities will include, but not limited to:

Acts as a single point of contact (SPOC) for incidents and/or technical issues form FEG affiliates (brands), customer operations units, retail branches as well as other stakeholders.
Actively monitors FEG IT environment and service metrices (KPI) to ensure maximum availability and performance of FEG services (on Group level as well as brand specific ones).
Actively identifies, assesses, records, resolves and/or escalates incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer-sensitive manner. This includes IT incidents, technical incidents form customer operations units and retail branches and also employee-reported incidents and requests.
Knows about ongoing changes / deployments in FEG IT environment, actively monitors them and coordinates, if necessary. Also correlates incidents to ongoing changes / deployments.
Has an overview about current IT problem tickets and/or know errors, correlates incident and problem tickets, enriches information in problem ticket. Effectively applies solution described in known error database.
Closely communicates with customer operations and bookmaking units to have an awareness about customer complaints, customer impact and its progress during an active incident.
Escalates major service disruptions to Emergency Incident Manager and actively supports him/her in making appropriate decisions and/or actions.
Shares information about past and active incidents with peers and superior ensuring smooth handover and continuity between working shifts.

What We re Looking For

Bachelor s or Master s degree
At least 3 year experience on a similar position
Technical knowledge
Knowledge of English language at least on B2 level

You Should Have Experience In

Good knowledge of ITIL Incident and Problem Management Processes
Good knowledge of IT systems
Knowledge of Zabbix and JIRA is an advantage

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