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About Ivy
">Ivy is a pioneer in technology and support services, partnering with the world's biggest online gaming and entertainment groups. With a strong focus on quality at scale, we deliver exceptional results to our customers daily.
Our company overview showcases our growth from a small tech company in Hyderabad to a global leader in software solutions used by millions. We've developed cutting-edge technology powering billions of transactions for top technology companies.
At Ivy, Bright Minds Shine Brighter. We're a dynamic organization delivering pioneering technology, gaming, and business solutions. Our team members have exciting and entertaining careers, working collaboratively to achieve what seems impossible.
The Position
The Support Operations analyst role within the Global Command Centre is a vital first line support position in Technology at Entain. As a key member of our GCC team, you'll be our primary point of contact for internal technology and engineering teams, partners, and vendors.
You'll ensure timely responses to issues and incidents, taking ownership of live problems and driving effective resolutions. Your expertise will help us understand how our business operates and inform fixes or resolutions.
Key Responsibilities
- Manage tickets for GCC, ensuring accurate data entry and proper triage
- Respond to Teams channels and chats with wider ops and tech teams
- Assist in Major Incidents recovery and Problem root cause investigations, interpreting monitoring data to confirm impact
- Carry out first time fixes using documented knowledge bases
- Create and maintain articles in our knowledge base for knowledge sharing
- Monitor systems across various platforms and respond to alerts appropriately
- Manage communications from third parties and vendors regarding live issues, planned works, or requested information
- Ensure awareness of product launches, large changes, or events requiring heightened support or communication
- Collaborate with customer service teams globally to resolve technical customer issues
Requirements
- 2+ years of IT experience in front Line Production Support environments
- Knowledge of multi-platform Technology environments, mobile and web application delivery, and on-premise datacenter infrastructure
- Understanding of ITIL processes, with certification desirable but not essential
- Experience with ITSM toolsets and ticket management, Service Now experience desirable but not essential
- Excellent written and oral communication skills, interacting with customers and staff worldwide
- Ability to interpret monitoring and alerting data into customer or business impact
- Highly organized, managing multiple tasks effectively
Benefits Package
- Competitive salary
- Safe home pickup and home drop (Hyderabad Office Only)
- Group Mediclaim policy
- Group Critical Illness policy
- Communication & Relocation allowance
- Annual Health check
About Us
We're dedicated to creating a diverse, equitable, and inclusive future - for our people, and the wider global sports betting and gaming sector. We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.
