Production Operations Desk - Incident Analyst (iGaming)

Location: Tbilisi, Georgia; hybrid work.

Company

Flutter CEE is the Central and Eastern European technology and product hub of hirify.global, supporting sports betting and iGaming brands including MaxBet, Adjarabet.com, and Adjarabet.am.

What you will do

• Own incidents with potential or actual business impact from identification through resolution and post-incident follow-up.
• Restore normal service operations as quickly as possible while meeting required SLAs.
• Manage customer incidents within Operations, identify the customer issue, and coordinate activities needed to drive resolution.
• Review and improve incident-management processes, policies, and procedures for the Production Operations Desk.
• Maintain a high level of customer service during interactions with internal and external departments, customers, and third parties.
• Provide improvement feedback to management and participate in customer, third-party, and internal meetings.

Requirements

• Proven experience in a customer-facing role and a customer-focused approach.
• Excellent communication skills at all levels, including the ability to explain complex problems and translate technical language into user-friendly information.
• Ability and willingness to work collaboratively to resolve incidents.
• Experience with the Atlassian Tech Stack, mainly JIRA and Confluence, and/or other CRM tools.
• Demonstrable analytical and problem-solving skills with a good understanding of IT Service Management process frameworks.
• Technical background with broad understanding of most of the following: firewall and VPN technologies, TCP/IP routing, network connectivity, domain names and DNS management, web and mobile services, cloud hosting, VMware, Windows, Linux, iOS, and Android.
• Highly motivated, pragmatic, energetic, positive, determined, and driven approach with a can-do attitude.

Nice to have

• ITIL Foundation certification.

Culture & Benefits

• Hybrid work arrangement.
• Generous annual leave and paid sick leave.
• Individual health insurance.
• Family reward and performance and referral bonuses.
• Opportunities for career growth and self-development.