Service Operations Analyst

We are looking for a Service Operations Analyst to join our team, focused on supporting clients using our platform. You will be key in troubleshooting and ensuring smooth operations for our 24/7 client services.

You'll be part of a friendly, professional team dedicated to providing excellent support, solving problems efficiently, and achieving quick results.

You enjoy challenges, meeting deadlines, and celebrating team successes.

What you'll be doing:

• Provide 1st line support to respond, investigate, and resolve escalated incidents and service requests through the Service Management system.
• Escalating directly to other internal support teams where a resolution is not immediately possible.
• Proactive monitoring of live production environments and event management.
• Hands-on handling and troubleshooting of a wide variety of support matters.
• Identify application defects and follow up on the issues with other internal service teams forming part of the support framework, and external service provider(s).
• Identify 3rd party platform problems and communicate as necessary, both internally and externally.
• Liaise with service providers and other teams, following incidents through to resolution.
• Build an internal knowledge base and self-support articles to help to act faster on future incidents.
• Speedily interpret and process data from various sources in a fast-changing environment.

• Detail-oriented & Effective problem-solver.
• Able to work well under pressure.
• Willing to work various shifts, including morning and afternoons.
• Exceptional written and verbal communication skills.Language:
• A good level of English and Spanish is required.
• Good understanding of service operations processes.
• 2 years experience in a 24x7 support environment.
• Flexible team player
• Proficient in using support and communication tools.
• ITIL Foundation certified or equivalent experience working in an organisation adopting ITIL best practices.
• Experience in using Atlassian Jira, Confluence and Opsgenie.
• Excellent interpersonal and customer service skills.
• Experience in the gaming industry is a plus.

• Great career development opportunities
• Hybrid working model
• International Health Insurance
• Health and Wellbeing Package (350 EUR per year)
• Birthday Day Off
• Me Time - 1 day off per year

At GiG, we believe that diversity and inclusion are fundamental to our success as a multinational organization. We are committed to fostering a workplace where every employee feels valued and respected, regardless of their background, ethnicity, gender, age, or any other characteristic that makes them unique. By embracing a wide range of perspectives and experiences, we drive innovation, enhance collaboration, and build a stronger, more resilient company. Our diversity and inclusion initiatives aim to create an environment where everyone can thrive and contribute their best work, ensuring that our workforce reflects the diverse global communities we serve.