Entain India is the engineering and delivery powerhouse for Entain, one of the world’s leading global sports and gaming groups. Established in Hyderabad in 2001, we’ve grown from a small tech hub into a dynamic force, delivering cutting-edge software solutions and support services that power billions of transactions for millions of users worldwide.
Our focus on quality at scale drives us to create innovative technology that supports Entain’s mission to lead the change in global sports and gaming sector. At Entain India, we make the impossible possible, together.
As a Engineer RTS you will be responsible for daily Production Support functions for a suite of applications.
Reporting to the Manager RTS you will be part of the Retail technical Support in India, who will ensure functioning of the production environment with the view to maintain stability and control.
What you will do
Act as the first point of contact for users seeking technical assistance over the phone, email, chat, or self -service request.
Triage and diagnose reported faults applying standard fixed protocols as required.
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Accurately log incidents via Service Now tool and ensure all relevant data is captured.
Regularly updating incidents logged on to the Incident Management system and provide end users with a technical solution within Service Level Agreements.
Escalate incidents where a first-time fix is not possible to relevant internal resolver group
Identify and escalate situations requiring urgent attention.
Pass on any feedback or suggestions from customers to the appropriate internal team
Identify and suggest possible improvements to procedures
Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact, and escalation where necessary.
Escalate potential service issues initially with Team Leader/Service Desk Manager
Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s
Manage Service Desk emails (Governance)
Finding ways to improve the overall customer experience
Good understanding of applying the ITIL framework
Excellent written and verbal communication skills
Problem-solving ability to diagnose and resolve basic technical issues.
Demonstrates eagerness to learn and be flexible with the ability to multi-task.
Possess attention to detail and follow-through.
Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
High level of professionalism and ability to maintain confidentiality.
Ability to diagnose and resolve basic technical issues
Proficiency in English
Customer-oriented and cool-tempered
BSc/BCA/BTech in IT, Computer Science or relevant field. Previous experience in Retail Gaming is ideal but not essential
Able to deliver high standards of Customer Service and recognize different customer needs
Ability to work under pressure and to tight deadlines
Proven ability to build effective relationships with colleagues and customers and within a team
Flexibility to work in different shifts along with rotational week offs (including night shifts) with minimal notice.
We know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us you can expect to receive great benefits like:
And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
At Entain India, we do what’s right. It’s one of our core values and that’s why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, across any protected characteristic, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.
At Entain India, we do what’s right. It’s one of our core values and that’s why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, across any protected characteristic, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.