Objective of the Position

To support, maintain and enhance the Group's Racing Platform & Sports Platform by troubleshooting, debugging, and proactively improving platform reliability.

Main Duties / Responsibilities

• Support existing and future platforms, ensuring stability and optimal performance.
• Monitor and manage the uptime of our Production Environment, proactively addressing issues
• Perform day-to-day management with the Support Team and liaise with international counterparts to ensure 24/7 coverage
• Investigate and resolve issues raised to the team efficiently and effectively.
• Proactively identify pain points and address them through various methods:
  • Automation to streamline repetitive tasks
  • Alerting to enhance issue detection and response times
  • Monitoring to proactively detect system degradation
• Drive stakeholder engagement and build confidence with internal and external stakeholders
• Communicate technical updates, incidents, and resolutions clearly to all stakeholders
• Assist in the development and implementation of support operational processes and procedures
• Manage team roster to ensure continuous coverage and effective workload distribution
• Foster a global culture of collaboration, knowledge-sharing, and continuous improvement

Key Accountabilities / Measures

• Incident resolution efficiency – Measure response and resolution times against SLAs
• System uptime & stability – Ensure minimal production downtime through proactive monitoring and automation
• Stakeholder satisfaction – Maintain strong relationships through clear and timely communication
• Process improvements – Identify and implement efficiency improvements in support workflows
• Training and alignment of direct reports – Ensure team members are up to date with best practices and technologies
• JIRA hygiene – Ensure tickets are well-documented, tracked, and resolved efficiently

Essential Educational and / or Training Qualifications & Certificates

Tertiary qualification/s in a Information Technology related discipline is highly desirable

Preferred Experience and Knowledge

• Experience in the application support space
• Extensive knowledge in support principles including incident management, problem management, etc.,
• Desirable knowledge in server stack and website support
• Strong understanding of technical issue resolution
• Extensive knowledge in issue debugging, analysis and resolution
• Working knowledge of user journey via multiple tools
  • Solace / Kafka
  • Elastic / Grafana / Splunk
  • Postgres / MSSQL
• Testing experience is a definite advantage

Behavioural Competencies

• Leadership-driven with a proactive approach to problem-solving
• Strong written and verbal communication skills, along with excellent interpersonal skills
• Analytical skills to effectively triage and troubleshoot complex technical issues
• Highly motivated and able to manage time efficiently in a fast-paced environment
• Attention to detail and ability to work with precision
• Highly organised with the ability to manage multiple priorities effectively

Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.

• Identify and raise any non-compliance incidents promptly to your line manager.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear

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