Production Operations Desk - Incident analyst
IT Support Engineer Mid 1
Overview of the Role
The Incident Analyst is responsible for leading the resolution of incidents affecting customer services across a wide range of Flutter brands. The successful candidate will require an aptitude for working with a variety of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident follow-up activities.
Your contribution will have a direct impact to the internal customer experience as well as the public interface for incident management. You will be in a position where to building strong relationships with stakeholders and constantly seeking customer feedback to ensure adequate service levels.
What You'll Do:
· End to end ownership of incidents with potential or actual business impact.
· Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
· Own and manage the progress of customer incidents within Operations, clearly recognizing the customer issue and driving to resolution.
· Review and revise processes, policies and procedures on a regular basis to drive efficiency and effectiveness within the Production Operations Desk
· Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external).
· Understanding and familiarity with Customers’ services and solutions.
· Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve.
· Actively participate as required in meetings (customer, 3rd party, internal).
· Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.
What You'll Bring:
· Customer-focused with previous proven experience working in a customer-facing role.
· ITIL Foundation certification is an advantage
· Excellent communication skills at all levels, with an ability to convey complex problems and to translate technical language into user-friendly information.
· Eagerness to work in and as a team to solve incidents
· Experience with the Atlassian Tech Stack, mainly JIRA and Confluence and/or other CRM tools
· Highly motivated, pragmatic and energetic team member, positive, determined and driven with a can-do attitude.
· Demonstrable analytical and problem-solving skills and a good understanding of IT Service Management process frameworks.
· Technical background with a broad understanding of the majority of the following: Firewall and VPN technologies, TCP/IP routing, Network connectivity, Domain Names, and DNS Management, Web and Mobile services, Cloud Hosting, VMware, Windows, Linux, iOS and Android.
About Flutter CEE
We are Flutter Central & Eastern Europe (CEE).
As a proud member of the Flutter family - a global leader in sports betting and iGaming - we are building one of the Group’s most dynamic tech and product hubs in Central and Eastern Europe. We aren’t just here to participate. We’re here to change the game.
By uniting local powerhouses like MaxBet, Adjarabet.com, and Adjarabet.am, we combine deep regional expertise with the scale and strength of Flutter’s global platforms. We’re setting a new standard for entertainment, responsibility, and innovation - powered by real customer signals that shape everything we build.
Settling for the status quo isn’t in our DNA. We build systems designed to scale.
We’re moving faster, thinking bigger, and putting our customers exactly where they belong: at the heart of every decision. We start by listening to our customers and the communities we serve. What we see, hear, and learn become clear…