Production Support Analyst

Job Type:
Toronto, Ontario, Canada

We are looking for a production support analyst to join our busy and dynamic team based in our Richmond Hill, Toronto Office.

Why we need you: -

We want you to work on complex, behind the scenes, work that spans teams including: Business Operations, Development, Systems, BSA, and QA. In addition, you’ll work closely with 3rd party vendors to support the world’s leading iGaming services. We want you to have strong soft skills. While you need a solid understanding of applications, systems, databases, internet and mobile technologies, to be successful you'll have extraordinary interpersonal skills, a high level of energy, insatiable curiosity, a dedicated drive to make things better, and razor sharp critical thinking, all combined with a high degree of patience.

The role can be described as a high speed, high pressure environment driven by high expectations. There may be times it feels frustrating as you search to find a needle in a haystack several times per day. We’ll be looking for you to play a key role in incident management, which will include reproduction of issues using testing environments, clarification of workflows or system behaviour, thoroughly logging incidents, and escalation to development as needed.

You’ll be leading root cause analysis of issues and report the outcome. You may be involved in writing scripts, detailed queries, Excel functions, etc… to analyse large amounts of data.

In addition, we’ll look for you to establish, build, and grow relationships with staff through effective communication and consistency whilst handling workflows across multiple internal teams and other regions to resolve issues.

Who are we looking for: -

We’re looking for you to have experience in a technical role supporting critical systems in a 24/7 environment. You’ll have a solid ability to logically and analytically troubleshoot software and to discuss issues with various partners throughout the organization. You’ll need extraordinary attention to detail and the ability to work with a high level of accuracy as well as exceptional interpersonal communication skills: verbal, written, listening. You’ll have the ability to write queries as well as be disciplined and take a knowledge based approach to problem solving. You’ll be a self- starter that is able to work independently and have an established track record of working in a team environment. You’ll also be someone who thrives in a high pressure environment resolving real time issues as quickly as possible

As the ideal candidate, you will have: -

You’ll have experience with Windows, mac OS, iOS, and Android operating systems and ITIL / ITSM experience or certification. You’ll also have a basic understanding of Java / C++. You’ll most likely have a Computer Science degree or relevant experience. Experience in online gaming (Poker, Casino, or Sports Betting), knowledge of Perl or other scripting language as well as experience with command line in Linux / Windows environments is useful.

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, your partner and your children (if you all live at the same address). In addition, 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.

Lunch is on us and there is free fresh fruit, snacks, drinks in the office.

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 is the ultimate owner of industry leading gaming brands such as PokerStars, PokerStars Casino, BetStars, Full Tilt, and the PokerStars Live brands, and through its ownership of Sky Betting & Gaming, a mobile-led leading online gaming operator, licenses the Sky Bet, Sky Vegas, Sky Casino, Sky Bingo and Sky Poker online gaming brands. Collectively, these and other brands of The Stars Group have millions of registered customers globally, forming one of the world’s largest publicly listed online gaming companies.  This role is in the Group’s Toronto (Richmond Hill) service office in the Application Security department.

At The Stars Group, we encourage applications from all sections of the communityIf 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.