We seek to recruit an Incident Coordinator to join our client’s team. The Incident Coordinator will be responsible for providing support to ensure the stability of the production environment. And will take charge of leading the incident management process to resolution and restoring their company’s provided operations swiftly.
Job Responsibilities and Duties
- Handle abusive chats, manage chat ban
- Player chat handling (private chat for complaint & issue resolution)
- Player Bot enable/disable
- Defining chat policy (what is acceptable, when to ban, how long to ban for etc.)
- Be the first point of contact in various slack channels
- Dealing with queries via Skype & Zendesk
- Round cancellation, bet refunds
- Studio tool & software troubleshooting & issue resolution
- Partner/customer communications
- Maintenance notifications
- OT back-office user management
- Familiar with Jira and Confluence
Requirements and skills
- An understanding of ITIL processes
- Ability to work in a 24/7 environment and be part of an on-call rotation
- Excellent level of verbal and written English
- Ability to communicate with all levels of the business effectively
- Background in IT is a significant advantage
- Extra mile attitude
- the experience in a similar role would be an asset, as well as familiarity with ITIL processes would allow for training to be shorter or less necessary.
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