IT Support and Market Coordinator

4 weeks ago

Isle of Man, United Kingdom Derivco Full time

Employment Type: Fixed Term (Fixed Term)

We are trailblazers. We are innovative. We have technology running in our veins. Do we tick your boxes? Do you want to play a part in taking gaming technology to the next level? If yes, we’re looking for you

This is your opportunity to be part of the leading software house in the online gaming world. In our space, passionate, innovative and incredibly awesome teams create the best technology in the field, and each day is a chance to level up.

As an IT Support and Market Coordinator you will be required to manage all the daily incident and deployment priority requests in relation to your customers.

You will be responsible for analyzing all support calls and incidents in order to determine their impact, severity and level of urgency.

You will facilitate and coordinate support and deployment priorities, assigning or escalating incidents to teams and individuals based on technical capabilities, workload and level of priority.

You will also be responsible for preparing and monitoring performance metrics and undertaking proactive SLA reporting at both a technical and business level for specific customers.

Your primary duty will be ensuring all market and support requirements are met in a customer focused manner

across all channels.

Communication to stakeholders and customers is critical to your success in this role. You will be required to ensure customers are continually aware of issues, communicating all high impact incidents to the business and the customer until resolution.

You will facilitate root cause analysis, propose solutions and follow up on incidents with the aim of reducing the volume of incidents received.

You will also be responsible for providing error feedback updates to the relevant teams, working closely with your customers to determine priorities and communicate business context to our IT Engineers.

Team Description:
Within this team you will be working closely with our IT Engineers, and Resource Planners to ensure

a smooth support process, and providing exceptional service to our customers.

A Typical Day:
A typical day starts with a team stand up to discuss progress with both the projects and issues the

team is working on. Much of your day will be spent liaising with different stakeholders, from the

Engineers themselves to our customers and development teams around the world, updating and

communicating the progress of support issues.

As much as the day could be planned and structured, high severity incidents and involvement with a

task team could take priority to ensure speedy resolution.

Skills & Experience Required:

- Knowledge and usage of Jira and Confluence are highly desirable.
- Proven time management skills are essential.
- Excellent customer service and communication skills.
- Working knowledge of MS Office is essential, particularly within Excel
- Strong analytical skills.
- Ability to manage multiple deadlines and perform under pressure.
- Previous experience within an IT remit is highly desirable.

Internal - Intellectual Property

Who we are:
As part of Derivco International you would be working for one of the foremost providers of gaming technology in the world. With our current expansion into various markets and a host of opportunities in exploring new ideas and technologies, this is an exciting time to join our office in Douglas, Isle of Man.

Derivco offers employees a great range of benefits including health insurance, gym membership, free lunches daily, social events and much more. With a great work environment and a host of opportunities to explore new ideas & technologies and grow your career.

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