Location:
Stratford
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role

Job description

Job Title:

Technical Operations Manager

Location:

UK, London, Stratford, team based in Hyderabad India

Date:

Function:

Management and Strategic direction of Technical Operations Centre for Ladbrokes Coral within the Service Operations department in Technology

 

Reports to:

Head of Technical Operations

 

No. of Direct reports:

 

No of Indirect Reports:

Circa 25

 

 

Purpose of Role:

The Technical Operations Manager will report directly into the Head of Technical Operations and hold responsibility for the smooth running and strategic direction of all Ladbrokes Coral Digital support, ranging from level 1 monitoring and ticket creation to second line triage and fix.

As well as ensuring Operational excellence daily, the Technical Operations Manager will work directly with the Team Manager of the Hyderabad based TOC (Technical Operations Centre) to onboard new products for support, along with constantly improving the current operation via updated processes and suggested tools.

Working alongside the wider Technology support and delivery teams based in London, identify and move support from office hours based teams with on call, to our TOC who are available 24 x7 without any impact to products or services. 

 

Key Responsibilities:

  • Owner of support processes for Hyderabad based TOC
  • Create and maintain data to ensure teams are working smart
  • Continuous improvement programmes in place to constantly make incremental gains in support excellence. These include process, training and automation of tasks
  • Responsible for team readiness for supporting key live events such as the Grand National or sporting World cups
  • Work with key Technology teams to onboard support for new products and / or platforms that GVC or LCG deliver
  • Be responsible for the creation and maintenance of a central Technology support wiki to protect the company from staff turnover impacting our performance
  • Create a culture with in the TOC teams of inclusiveness and forward thinking. A team of people that work hard and respect each other.

Specialist skills and experience

 

  • 3+ Years of leading a Technical Operations team in a fast-paced large scale company
  • Experience of leading and managing teams not directly under your reporting line
  • Previous use of tools such as; Service Now, Jira, New Relic desirable
  • Knowledge of online and retail gambling and gaming technologies desirable
  • Onboarding of new support processes and procedures
  • Ability to communicate effectively with Senior Stakeholders at all levels
  • Experience of AWS environments and management and associated tooling
  • Reasonable technical knowledge of Infrastructure, Networking and Application Development and support

 

Competencies / Behaviours

 

  • Ability to adapt to change and take the team with you. LCG / GVC is a hugely fast paced company and this results in things changing quickly and often.
  • Lead by example. Front line operations can become very hectic, as managers and leaders we always keep a calm head and remain professional.
  • Comfortable giving feedback to own team members and peers as part of being a manager.

 

 

Additional Information
#LI-AH10

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At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.