Service Desk Analyst - Flutter Functions, Hybrid & Remote

Role purpose:

Working for the Flutter Functions production operations team, this role is responsible for ensuring that all flutter group services are monitored and managed 24/7. The role will handle incidents in real time ensuring that any impact on our customers will be minimal and managed professionally and within agreed SLA’s.

You will be tenacious and persistent in your pursuit of service excellence. You will set the tone and ask the right questions of internal and external suppliers and customers. You will have full responsibility for incidents raised to Group and ensure they are correct followed up and resolved by squads and tribes in Flutter group.

You represent your team and tribe and will help your team exceed their goals and their potential. You will extend your expertise to support the wider technology community, acting as a role-model to drive a collaborative culture which encourages the sharing of ideas and best practices across all brands and divisions in Flutter.

Working with all the brands and divisions across flutter will ensure you are driving collaboration and operational excellence. You will build up a large knowledge base across the group to ensure you can get incidents resolved and queries answered within agreed SLAs (service level agreements).

In Flutter Group we want to establish a production operations function with a global mindset that brings all our brands closer together to support our group services.

Accountabilities:

• Handles JIRA request tickets across multiple functions in flutter group ensuring they are resolving them within agreed SLA’s
• Working closely with Production operations technicians supporting during major incidents and closing out P3 and P4 incidents during their shift
• Responsible for day-to-day interactions with other divisions and brands ensuring we are helping them get any requests looked at in a timely manner
• Engaging and monitoring communication tooling during their shift responding to queries and escalations and making sure all messages are responded to
• Following processes outlined to them by the service management team on escalation paths for incidents and requests
• Feeding back on how procsses can be improved and providing ways to improve ways of working in the production operations team

Competencies:

• Minimum 1-year experience in a service management role with a proven ability to improve stability in a highly pressurised environment
• Collaborate with multiple teams ensuring that nobody take a blame attitude. Helping teams to work closely together
• Excellent interpersonal & communication skills as candidate will have to deal with all areas of the company
• Ability to communicate at all levels from senior execs through to 1st line support
• Lead on incident, problem, change and configuration management standards and implementation ensuring we always have a stable platform for our customers
• Identifying and building strong long-term customer & strategic relationships alongside effective stakeholder management
• Lead on ensuring service review meetings take place, at squad and tribe level, ensuring actions and improvements are documented and tracked through to completion