Problem Analyst

IT Toronto, Ontario

Position at PokerStars

We are looking for a Problem Analyst who will be part of a team managing the full lifecycle of all major IT incidents and problems. You will be responsible for the ownership, ongoing improvements and execution of our problem management processes and form part of the IT Service Management (ITSM) function, delivering value across the lifecycle of IT services, from creation to management and upkeep.

Why we need you: -

Reporting to the Team Lead – Problem Management, as part of your day to day activities you will work towards resolving underlying issues through collaboration and data analysis, ensuring all problem records are clearly recorded, assessed, classified, prioritized, assigned and actioned appropriately through to completion, combined with proactive communication and stakeholder engagement.

You will champion, provide guidance, support and train IT teams to ensure problems are managed in accordance with agreed processes and procedures, ensuring a collective focus on reducing both the impact and volume of repeat incidents through investigation, identification and completion of all corrective actions.

You will continuously engage with the incident management teams and conduct post-mortem meetings to diagnose the root cause of incidents, acting also as gatekeepers so that their resolution adheres to the appropriate control procedures of Change and Release Management. As part of the overall ITSM team, you will work together as a group to apply problem analysis techniques to enable trending and analysis of incidents for both pro-active and re-active problem management and to ensure that IT services availability and quality are increased

As part of the problem management team you will also contribute to the ongoing maintenance and management of our internal Knowledge Base and Known Error Database ensuring all relevant details of the problem are recorded and full historic records exist.

You will have the opportunity to get involved in a huge breadth of dynamic projects and initiatives whilst also helping to build and grow a brand new ITSM function within the organization. We are looking for experienced and highly skilled candidates who will thrive in an exciting, friendly and vibrant workplace where you can realize your potential and do amazing work. Careers here mean the freedom and support you need to make an impact - pushing boundaries and creating solutions.

Who are we looking for: -

You’ll have a technical background with a broad understanding of the majority 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. You’ll have demonstrable analytical and problem-solving skills and good understanding of IT Service Management process frameworks.

You’ll be helping to delivery problem management best practice with the aim of protecting our customers and mitigating impacts to the business from avoidable issues while supporting business goals and objectives. You’ll be customer focused with shown previous experience working in a customer facing role.

ITIL foundation certification and proven experience working in an ITIL environment is important as is excellent communication skills with an ability to convey complex problems and to translate technical language into user friendly information as you’ll be conducting post-mortem meetings with other teams to determine the root cause, lessons learned, action items and future prevention.

You’ll be coordinating problems and known error in accordance with the problem management process as well as engaging in ongoing process reviews as part of continuous service improvement.

You’ll be owning the overall process for problem tickets in order to minimise the impacts on the business and customers ensuring all problem records are recorded, assessed, classified, prioritised, assigned and actioned appropriately. You’ll have an eagerness to work in a team and as a team to solve problems but without requiring micromanagement.

You will work closely with other problem analysts to produce trending analysis; liaising with the incident management team to escalate any quality issues and ensuring rigor and governance is sustained within the ongoing Root Cause Analysis process to support clear identification and escalation of key business risks.

Experience with the Atlassian Tech Stack, mainly JIRA and confluence and familiar with creating real-time dashboard and reports is important as is being highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude.

Your day to day tasks will also include:

  • Providing pro-active and re-active incident analysis to form part of the initial problem investigations and to identify service issues.
  • Identify problems by using event log error analysis and other tools, providing evidence to engineers to help identify root causes.
  • Co-ordinate key staff to form action plans to complete Root Cause Analysis and ensure these are available for public consumption in a timely manner.
  • Ensure root cause analysis actions are completed and resolver groups chased for updates where required, including coordination of post implementation reviews of the mitigating actions.
  • Create and update Knowledge Base (KB) articles for workarounds and Known Errors (KE) which are identified throughout the lifecycle of the problem record.
  • Provide guidance and any training required to all support teams to ensure problems are managed in accordance with the problem management process.
  • Compile Post Incident Reports, manage communications coordinating updates and ensuring accurate auditability of all actions, effectively managing stakeholders’ expectations.

Some travel will be required.

What's in it for you?

The salary for this job is based on experience, so whilst we are not able to go into detail at this stage, we can say that we offer great salary packages and a discretionary annual performance bonus.

We offer health and dental insurance for you and your dependents plus you can join our company pension scheme.

Our in-house training and development team deliver fantastic support to develop your skills and support you in progressing your career.

We have on-site yoga a few times a week and lunch is on us. We also have fresh fruit, snacks and drinks in the office so you won’t go hungry.

What happens next?

We will aim to get back to you as soon as possible. If you meet the criteria, then we’ll invite you to a phone interview and if that goes well we’ll meet you for a face-to-face interview

The Group

The Stars Group owns or licenses gaming and related consumer businesses and brands, including PokerStars, PokerStars Casino, BetStars, Full Tilt, FOX Bet, BetEasy, Sky Bet, Sky Vegas, Sky Casino, Sky Bingo, Sky Poker, and Oddschecker, as well as live poker tour and events brands. Collectively, these and other brands of The Stars Group have millions of registered customers globally, forming one of the world’s largest and most licensed publicly listed online gaming companies. This role is in the Group’s Richmond Hill, Toronto service office in the Technical Service Operations department.

At The Stars Group, we encourage applications from all sections of the community.  If you are an applicant with a disability and you require accommodations at any point in our recruitment process, please let our talent acquisition team know when they contact you to invite for interview.