Problem Analyst

3 weeks ago

Manchester, United Kingdom Betfred Technology Limited Full time

About Us

Betfred Technology Limited is a leading provider of innovative technology solutions. Our mission is to deliver exceptional IT services and support to our customers.

We are currently seeking a skilled Problem Analyst to join our team. As a Problem Analyst, you will play a critical role in identifying and resolving technical issues that impact our services.

Job Purpose

The successful candidate will be responsible for monitoring, analyzing, and resolving problems within our IT service management tool. This will involve working closely with our technical teams to identify root causes and implement solutions.

Key Responsibilities

  • Monitor service delivery against service level agreements and maintain records of relevant information.
  • Investigate problems in systems, processes, and services, in collaboration with wider technical support functions.
  • Analyze service delivery performance to identify actions required to maintain or improve levels of service.
  • Chair incident/problem retrospective meetings by creating agendas, driving subsequent actions, coordinating with representatives from wider technical teams where required.
  • Maintain the operational processes within the Betfred Technology Problem Management, overseeing evolution and development of the process, as well as team member training and onboarding.
  • Identify risks and vulnerabilities, assess their impact and probability, and support the development of mitigation strategies.
  • Maintain the inventory of problems under analysis, ensuring they are appropriately categorized and prioritized and their current progress/status is kept up-to-date.
  • Develop, maintain, and monitor the effectiveness of the Known Error Database and make recommendations for improvements.

Requirements

  • Previous experience in a Problem Analyst/Manager or Project Coordinator role is essential.
  • Previous experience in conducting root cause analysis/preventative actions using various methods within a multi-supplier organization is essential.
  • Strong administration skills with high attention to detail.
  • Self-motivated, pro-active, and can demonstrate initiative.
  • Customer-focused and able to build relationships through effective communication across technical, project, process, and stakeholder teams.
  • Intermediate MS Office 365 skills.
  • Experience working in an Agile environment is desirable.
  • Experience in Gambling/Gaming or other regulated environments.
  • Atlassian suite, Instana, Grafana, and Solarwinds tool experience.

What We Offer

  • A competitive salary of £28,000 - £36,000 per annum, depending on experience.
  • Flexi-time (start anywhere between 7am and 10am).

Benefits

  • Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
  • Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future.
  • Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
  • Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you.
  • Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
  • Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.

Recognition

  • Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
  • Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
  • Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.

Wellbeing

  • Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
  • Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
  • Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
  • Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
  • Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
  • Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns, and more.
  • Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
  • Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.

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