Second Line Service Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and address L2-level incidents that have been escalated from L1.

• Serve as the incident owner for complex or high-impact issues affecting customers.

• Actively engage in Major Incident (MI) meetings to assist in identifying root causes.

• Examine intricate issues utilizing logs, monitoring tools, APIs, and database queries.

• Maintain comprehensive knowledge of the products offered.

• Ensure adherence to SLAs by resolving L2 incidents promptly and efficiently.

• Provide L2 support during product releases, hotfixes, and warranty periods.

• Develop and keep up-to-date advanced troubleshooting guides, runbooks, and known-error documentation.

⛳️ Requirements

• Proficient troubleshooting abilities using logs, APIs, and monitoring tools.

• Strong understanding of customer journeys, payment processes, and third-party integrations (experience in iGaming is preferred).

• Familiarity with Jira Service Management, Confluence, and collaborative tools (such as Slack and Teams).

• Capability to perform effectively in live, high-pressure environments that impact customers.

• Excellent analytical, documentation, and communication skills.

• A mentoring attitude, with the capability to support and uplift L1 analysts.

🏝️ Benefits

• Opportunities for professional development.