Sports & Retail Service Lead
The Sportsbook & Retail Service Lead will own support for production Sports & Retail services reporting to the Service Operations Manager. The role includes managing a small team of analysts and taking the lead with all incidents relating to sports and retail services including payments. The team is a 2nd line support team so responsible for any incident impacting production service. Support for more complex incidents and major outages is available from our 3rd line SRE team.
- Ensuring prompt and efficient response to all Sports & Retail incidents.
- Owning all Sports & Retail support documentation of both services and alerting.
- Managing relations with Sports & Retail stakeholders including development teams, senior stakeholders, Operations management and 3rd line (SRE) teams.
- Managing Sports & Retail third party relations to ensure service level agreements met.
- Working with both product and SRE teams to understand root cause following Major Incidents and onboard technical skill.
- Ensuring operational handover to support for new products with support from a dedicated service transition resource.
- Identifying and applying service improvement of both product and incident process including monitoring and alerting using available tools including AI.
- On Call duties will be expected both out of hours and during weekends. This includes working as Major Incident Manager on a rota basis to support weekend teams.
- Sports & Retail service reporting to Ops management and execs.
- Direct application incident management in big infrastructure and proven experience of incident analysis & resolution (required).
- Understanding of Incident Management process and tools such as Jira, New Relic, Splunk (required).
- General strong understanding of technologies inc AWS platform, Networking (required).
- Logical approach to problem solving and prioritisation (required).
- Experience of managing & training staff in technical environment (required).
- Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
- Discounts at a range of high-street retailers.
- Financial compensation, pension, and bonus schemes.
- Tools and services to help support your well-being, including support with mental health and financial education.
- Gym discounts and our cycle to work scheme.
- Hybrid working
William Hill is one of the UK's best-known bookmakers, founded by its namesake in 1934 taking bets around Birmingham. It has since grown into an international, multi-brand betting and gaming business spanning online and retail. The company is now part of evoke plc (formerly 888 Holdings), one of the world's leading online betting and gaming groups. Headquartered in London, William Hill operates sports betting and gaming products across multiple markets.