L2 Support Specialist

Dive deep into Digital For 20 years Intellias has been developing top-tier digital solutions for the world’s leading companies, keeping them in line with the latest technology trends. Join in and provide innovations for the future
- Project Overview:
Our client offers the best online gaming platform of its kind: Alira. In its 20 years, the platform has become the leader in the Spanish online gaming market and has also firmly established itself in Latin America and Europe.

The ALIRA platform serves as intermediation software, connecting game providers with intermediaries in the gaming and sports betting industry. This Java-based platform utilizes REST protocol for seamless communication between providers and ALIRA, enabling bidirectional data exchange.

The platform also features a content management system (CMS) for the integration of provider games into operator websites, adapting them to match each operator's visual style.

We are looking for a Senior Service Operations Engineer to join our team responsible for supporting clients on our platform. You will work on all aspects of troubleshooting mission-critical 24/7 B2B client operations.
You will be joining a tight-knit, friendly, professional team of people who are dedicated to providing support, get excited to solve tough problems, and like seeing results, fast.
You get excited by challenges and deadlines and are driven to succeed and know how to celebrate with your team when you do.
- Senior Talent Delivery Specialist- Nadya Zabransky**Responsibilities**:

- Provide 1st line and 2nd line support to respond, investigate, and resolve escalated incidents and service requests through the internal Service Management system;
- Escalating directly to other internal support teams where a resolution is not immediately possible;
- Proactive monitoring of live production environments and event management;
- Hands-on handling and troubleshooting of a wide variety of support matters;
- Identify 3rd party platform problems and communicate as necessary, both internally and externally;
- Liaise with service providers and other teams, following incidents through to resolution;
- Build an internal knowledge base and self-support articles to help in acting faster on future incidents;
- Speedily interpret and process data from various sources in a fast-moving and changing environment;
- Identify and implement new monitoring that may be required to ensure that our platform is available and performing as expected.

**Requirements**:

- 2 years experience in a 24/7 production support environment;
- 2 years of experience in using Atlassian Jira, Confluence, and Opsgenie;
- Knowledge of server and network management principles and protocols. CCNA, LPIC, and Microsoft certifications would be considered as an asset in this area;
- Experience with business transaction monitoring, such as Logins/Registrations/Deposits/Withdrawals, and Gameplay;
- Experience in the Gaming sector of more than two years;
- Experience with Service Monitoring tool;
- Willingness to work 24/7, covering different shifts during the day and night, in a rotation;
- ITIL Foundation certified or equivalent experience working in an organisation adopting;
- ITIL best practices;
- BSc. degree in IT or equivalent certification;
- Experience using Linux in a production environment.

**We expect you to have**:

- Attention to detail;
- Ability to detect anomalies, assess business impact, and prioritize accordingly;
- Work well under pressure;
- Ability to efficiently solve problems;
- Excellent interpersonal skills;
- Customer and Service-centric approach;
- Flexible team player;
- Excellent verbal and written communication skills;
- Language proficiency:

- Required: English C1/C2;
- Preferable: Spanish B1/B2.

What it’s like to
work at Intellias:
At Intellias, where technology takes center stage, people always come before processes. We're dedicated to cultivating a tech-savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you.

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