Fresh Positions at BETSoftware

You Bring:

• 5 Years of proven experience in Firewall deployment and duties.
• Strong knowledge and experience with Fortinet firewalls.

Strong knowledge of:

• FortiGate firewall technology stack.
• common protocols DNS, DHCP.
• common network protocols and concepts.
• Windows interoperability.
• Security, Patch maintenance processes.
• Strong design and architecture ability.
• Exposure within Juniper Networking.
• Strong L2/L3 experience.
• Exposure to Network monitoring and firewall architecture.
• Good communication and interpersonal skills to be able to liase with Core network team.
• Hands-on approach which therefore promotes a more immersive and active learning experience.
• The ability to manage time and projects successfully.
• The ability to fulfil duties under time constraints and pressure.

What You’ll Do:

• Primary responsibilities will include maintaining and supporting all corporate and DC Firewalls.
• Daily administration and rule base configuration.
• Overseeing the implementation of Network Security on the Edge and Internal perimeters.
• Adhere to organisational policies, procedures, and change controls.
• Assist with the organisation's compliance and regulatory requirements (i.e. PCI DSS).
• Perform constant capacity planning and review across Firewall estate.
• Maintain Firewall OS and patch cycle.
• Perform setup and implementation of new sites and locations.
• Review and improve standard operating procedures with the Firewall team.
• Design and implement standards across all Firewall’s.

go to method of application »

You Bring:

• Minimum of 1 - 2 years' experience in administration/customer service.
• Minimum of 1 - 2 years' experience in a Software Development environment.
• Excellent time management and planning skills.
• Excellent verbal and written communication skills.
• Cooperative and communicative attitude with executive staff, managers, and employees.
• Analytical skills to monitor progress of an undertaking and identify areas needing adjustment or improvement.
• Critical thinking and problem-solving skills essential.
• Willingness to manage multiple tasks at once and adhere to guidelines and deadlines.
• Relevant Business Administration qualification (advantageous).

What You’ll Do:

Administrative management:

• Schedules and attends stand-up meeting for their allocated Teams.
• Prepares meeting minutes and distributes minutes to all relevant Team Members/Managers/Team Leaders.
• Regular updates made to the Time and Attendance system. It is imperative that all Team Members hours are captured accurately, and the system is kept up-to-date. Ensures that all Team Members’ hours are accurately captured/updated on the Time and Attendance system by monitoring and managing for the team and escalates where necessary.
• Reports extracted from Jarrison should be effectively utilised, to ensure time management of Team Members from start of day to end of day.
• Plans the weekly remote and support roster and ensures that the roster is distributed to the team timeously.
• Maintains planning foresight and the Project Team calendar.
• Plan, document and records knowledge sharing sessions.
• Ensures all decisions and changes are discussed are then documented and stored accordingly.
• Works with key stakeholders to plan and track the delivery of projects from kick-off to closure.
• Tracks the day-to-day delivery of the projects.
• Handles routine administration queries and admin request received from Team Leaders and be able to resolve these efficiently and effectively.
• Adheres to all administration policies, processes, systems, and procedures in the performance of administrative and other duties.
• Maintains an accurate electronic filing system ensuring that information is kept confidential.
• Operates in a neat, effective, and organised manner.
• Opens and sorts incoming e-mails to delegated department inboxes, according to priority and brings urgent material to the attention of the Team Leader.
• Works closing with the Team Leader to maximise productivity of the team.
• Schedules daily/weekly catch-up sessions with Team Leader to ensure effective communication of Team related assignments.
• Maintains an effective and productive relationship with Team Members.
• Present progress and results of tasks to management and other interested parties in the form of a weekly/monthly report.
• Conduct regular analysis of processes and procedures and making adjustments when necessary.
• Plan and co-ordinate team building initiatives or events in the team, where necessary.

Behavioural Outputs:

Adaptably Resilient

• Adapts to change and is open to new ideas and willing to take on new responsibilities.
• Able to handle pressure and can effectively adjust plans to meet changing needs/demands.
• Changes his/her interpersonal style and approach based on the circumstances.
• Adapts behaviour to maintain cooperative relationships with others.
• Accepts changes to task, plans, and procedures in order to align with strategic direction of the organisation and appropriately adjusts behaviour and activities to changing conditions.
• Maintains a positive attitude in the face of change.

Resourceful and improving

• Generates new ideas and challenges the status quo, takes risk, supports change, and encourages innovation.
• Searches for opportunity to create new ideas and innovate or improve efficiencies wherever possible.
• Solves problems through questioning the status quo.

go to method of application »

You Bring:

• Relevant qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma).
• A minimum of 3+ Year of experience in an Application Support environment.
• Minimum 1-year experience with databases.
• Minimum 1-year server/client-side languages.
• Exposure and experience with monitoring tools such as Dynatrace/ Elastic / Grafana and Prometheus.
• Experience with service-level agreements and ticket management tools.
• Exposure and experience with SQL.
• Flexibility to work shifts.
• ITIL Certifications (Advantageous).
• Microsoft Certifications (Advantageous).

What You’ll Do:

Technical Support

• Monitor and refine metrics to be used as a baseline for monitoring.
• Serve as the third point of contact for customers seeking technical assistance over the phone, live chat, or email if this cannot be resolved by the first line of support.
• Ensure each individual complaint is properly dealt with, minimizing financial and reputational damage.
• Holistically assess customer problems so areas of concern may be identified.
• Determine the best solution to the problem and the information provided by the customer.
• Walk the customer through the problem-solving process.
• Escalate an unresolved problem to the development personnel immediately.
• Follow up on the escalation and ensure resolution.
• Ensure the customer is appropriately informed.
• Escalate when resolution does not occur within the agreed time.
• Manage the incident queue for escalation to the development team where necessary, including triage and re-prioritization.
• Respond to outages and failures when and where needed.
• Improve fault tolerance even when operational conditions are not optimal.
• Ensure the solution is maintainable, and actively seek methods to reduce downtime.
• Ensure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term.
• Ensure the solution simplifies support and maintenance support through traceability, and effective error messaging.
• Ensure the solution is secure, and confidential by protecting all information and data (also data transmission).
• Ensure persons or other solutions have the degree of access appropriate to their level of authorization and types.
• Alert all relevant teams of any major downtime or maintenance and follow through until resolution.

Provide Deployment Support

• Provide support to operational teams and support the solutions being delivered.
• Ensure newly deployed solutions are closely monitored for an agreed period.
• Provide impact analysis for defects and roll-back events.

Provide Advanced Technical and Business Support

• Provide quick resolutions to app/system issues, driving stability, efficiency, and effectiveness.
• Maintain application systems that have completed development and are in the operations phase.
• Manage, maintain and support applications and their operating environments.
• Develop and maintain technical support documentation.
• Assess risk and impact of production issues/changes and escalate to the business and development teams.
• Interacts, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
• Provide feedback to Senior management and Execs on the status of all unresolved queries escalations.

Perform Debugging

• Perform debugging on logs/databases/code.
• Modifies, and changes code to resolve issues.
• Adheres to development practices and guidelines.
• Performs appropriate risk analysis, testing, and validation before rolling out changes.
• Participate in retrospectives and identify work process/development improvements.
• Ensure the protection of all user and company data in compliance with company privacy policies.

Issue Resolution:

• Identify and fix intricate software issues pertaining to system integration, database faults, and application functioning.
• Comply with standard operating processes for resolving issues and record resolutions.
• Assist Level 1 and Level 2 support analysts in solving challenging problems by serving as a mentor.

Escalation:

• Report unsolved problems to development teams, including thorough details and, if required, replicating the problems.
• If necessary, work together with Level 3 support teams from other organizations.

Knowledge Base Maintenance:

• Facilitate knowledge sharing through the creation and maintenance of technical documents and SOPs, simultaneously contributing to the currency of the support knowledge base.
• Offer guidance and knowledge sharing to Level 1 and Level 2 Application Support Analyst.
• Write and update guidelines and articles to help with the upkeep of the support knowledge base.
• Conduct training sessions, workshops, and knowledge sharing activities to disseminate technical knowledge and promote skill development within the team.
• Maintain comprehensive documentation of troubleshooting procedures, resolutions, and best practices for future reference and knowledge sharing.
• Compile and provide daily incident, service request, and change management reporting.

User Training:

• Create and provide sophisticated software application user training.
• Provide user guides and training materials for support analysts at Levels 1 and 2.

Quality Assurance:

• Take part in software patch and upgrade quality assurance testing.
• Make certain that bugs in software are well-tested and recorded prior to releases.

Strategic Guidance and Decision-Making:

• Provide strategic guidance and expertise to clients, including senior management, on technical matters related to application support, performance optimization, and risk mitigation.
• Collaborate with cross-functional teams to assess the impact of proposed changes, upgrades, or enhancements on application performance and stability.

Continuous Improvement Initiatives:

• Lead and drive continuous improvement initiatives to optimize support processes, streamline workflows, and enhance the overall efficiency and effectiveness of application support operations.
• Identify opportunities for automation, standardization, and process optimization to improve service delivery and reduce response times.

Incident Management and Resolution:

• Lead the resolution of critical incidents, coordinating with internal teams and external vendors to ensure timely resolution and minimize impact on business operations.
• Conduct post-incident reviews and root cause analysis to identify underlying issues and implement corrective actions to prevent reoccurrence.

Alert Management and Communication

• Send out alerts to stakeholders regarding system outages, maintenance activities, or other critical incidents, ensuring timely and accurate communication.
• Collaborate with the business and client teams to communicate the impact of outages or maintenance activities and provide ongoing updates on the progress of issue resolution.

Shift Work and SLA Adherence

• Ability to work shifts as required to provide support coverage during business hours, weekends, or holidays.
• Adhere to SLAs for response and resolution times, ensuring that all support activities are conducted within agreed-upon timelines.
• Ensure that all tickets assigned to level ones are categorized correctly.

Team Work

• Constructively participate as a member of the wider IT Department.
• Undertake any other tasks or once-off projects which may be assigned from time to time.
• Provides individual and/or group instruction and training on new or updated technologies
• May lead lower graded Team members i.e. Level 1s, and/or Graduates in performing the same or similar type of work.

go to method of application »

You Bring:

• Degree or diploma is preferred.
• 2 -3 years’ work experience with a proven track record in a product specialist role.
• Excellent communication and negotiation skills.
• Customer Service experience.
• A minimum of 2 years Sports Betting & Casino Gaming industry knowledge.
• Ability to work well with a team and individually.

What You’ll Do:

• Technical Guidance: Providing expert guidance on specific technologies, programming languages, frameworks, and tools relevant to the software development process.
• Problem Solving: Assisting the development team in overcoming technical challenges, bugs, and issues by leveraging their deep understanding of the subject matter.
• Knowledge Sharing: Conducting training sessions and knowledge-sharing activities to enhance the skills of the development team.
• Quality Assurance: Collaborating with quality assurance teams to ensure that the software meets the highest standards in terms of functionality, performance, and security.
• Collaboration: Working closely with cross-functional teams, including product managers, designers, and other developers, to ensure a cohesive and effective development process.
• Research and Development: Staying abreast of emerging technologies and trends in the software development landscape. Evaluating and recommending new tools or methodologies that can improve the software being developed.
• Documentation: Creating and maintaining documentation related to products offered, ensuring that all changes deployed are appropriately amended on existing documents.
• Peer Review: Participating in peer reviews to provide constructive feedback and ensure adherence to established guidelines and best practices.
• Mentorship: Mentoring juniors and fostering a collaborative and learning-oriented environment within the team.
• Continuous Improvement: Identifying opportunities for process improvement and suggesting enhancements to existing workflows to optimise efficiency and productivity.
• Monitor and analyse competitor products to identify strengths, weaknesses, and potential areas for differentiation.
• Work closely with Business Analyst, providing guidance on product features and specifications.
• Assist customers in determining which product is most suitable for them.
• Ensuring compliance with the companies’ guidelines.
• Ensure continuous follow up and regular engagement with current and potential customers.
• Effectively propose related products and services to BET Management.
• Navigate research and troubleshoot cases.
• Continuous research of processes and new functionality or solutions to unique BET customer requests.
• Using system tools (Triage) to monitor incoming cases for trends and items requiring urgent attention/escalation.
• Collaborate with internal teams to address customer needs.
• Demonstrate initiative by understanding, acquiring and implementing new knowledge and skills both within the team and to the wider group.
• Produce documentation for end-users and internal use.

go to method of application »

You Bring:

• Degree or diploma is preferred.
• 2 -3 years’ work experience with a proven track record in a product specialist role.
• Excellent communication and negotiation skills.
• Customer Service experience.
• A minimum of 2 years Sports Betting & Casino Gaming industry knowledge.
• Ability to work well with a team and individually.

What You’ll Do:

• Technical Guidance: Providing expert guidance on specific technologies, programming languages, frameworks, and tools relevant to the software development process.
• Problem Solving: Assisting the development team in overcoming technical challenges, bugs, and issues by leveraging their deep understanding of the subject matter.
• Knowledge Sharing: Conducting training sessions and knowledge-sharing activities to enhance the skills of the development team.
• Quality Assurance: Collaborating with quality assurance teams to ensure that the software meets the highest standards in terms of functionality, performance, and security.
• Collaboration: Working closely with cross-functional teams, including product managers, designers, and other developers, to ensure a cohesive and effective development process.
• Research and Development: Staying abreast of emerging technologies and trends in the software development landscape. Evaluating and recommending new tools or methodologies that can improve the software being developed.
• Documentation: Creating and maintaining documentation related to products offered, ensuring that all changes deployed are appropriately amended on existing documents.
• Peer Review: Participating in peer reviews to provide constructive feedback and ensure adherence to established guidelines and best practices.
• Mentorship: Mentoring juniors and fostering a collaborative and learning-oriented environment within the team.
• Continuous Improvement: Identifying opportunities for process improvement and suggesting enhancements to existing workflows to optimise efficiency and productivity.
• Monitor and analyse competitor products to identify strengths, weaknesses, and potential areas for differentiation.
• Work closely with Business Analyst, providing guidance on product features and specifications.
• Assist customers in determining which product is most suitable for them.
• Ensuring compliance with the companies’ guidelines.
• Ensure continuous follow up and regular engagement with current and potential customers.
• Effectively propose related products and services to BET Management.
• Navigate research and troubleshoot cases.
• Continuous research of processes and new functionality or solutions to unique BET customer requests.
• Using system tools (Triage) to monitor incoming cases for trends and items requiring urgent attention/escalation.
• Collaborate with internal teams to address customer needs.
• Demonstrate initiative by understanding, acquiring and implementing new knowledge and skills both within the team and to the wider group.
• Produce documentation for end-users and internal use.