Allwyn North America
Operations Support Analyst
Allwyn is a multi-national lottery operator with leading market positions in Austria, the Czech Republic, Greece, Cyprus, Italy, the United Kingdom, and the United States. Our primary focus is lotteries, helping them raise more for good causes. We drive innovation, efficiency, and safety across our casual gaming entertainment platform in the quest for enhanced player engagement. Allwyn North America is headquartered in Chicago, and currently operates the Illinois Lottery under a private management agreement while seeking other opportunities throughout the U.S. We also provide products and services to lotteries and their players throughout Europe and the United States. The Technology team utilizes the latest technological trends to effectively build and manage solutions in an informal, open, and collaborative environment. Within Allwyn North America, the Operations Support Analyst will be a pragmatic individual with strong communication, problem-solving, and relationship-building skills. This individual is responsible for managing and prioritizing all escalated tickets. They will work cross-departmentally to resolve issues, restore services, and close tickets as quickly as possible. Following the ITIL process for all incidents is essential, with a focus on minimizing business impact when restoring services. A key aspect of this role involves managing interactions with our mission-critical vendors, as well as with internal and external stakeholders. Responsibilities: Maintain incident management processes and documentation Maintain internal and external service delivery processes Manage the day-to-day Incident Management operation (from minor to Major) Manage the resolution of incidents that include high-impact and high-priority incidents to ensure minimal impact to the business Analyze incidents, identify trends, and develop working practices and resolutions to minimize the risk of recurrence Coordinate and manage cross-functional teams and vendors from all areas of business as required to resolve incidents Communicate the progress of major incident resolution with stakeholders and the wider business Work closely with Change Management to ensure changes are tested and implemented with no/minimal impact on the business Act as a backup to the Change Manager, as necessary Assist with multi-vendor release coordination Work with Retail and Player Contact Centers to resolve escalated retailer/player complaints/cases. Develop and review internal processes as needed Execute daily/weekly/monthly Operations Checklist Produce process measurements and KPI reporting as required Participate in on-call rotation, including nights and weekends as needed
Allwyn is a multi-national lottery operator with leading market positions in Austria, the Czech Republic, Greece, Cyprus, Italy, the United Kingdom, and the United States. Our primary focus is lotteries, helping them raise more for good causes. We drive innovation, efficiency, and safety across our casual gaming entertainment platform in the quest for enhanced player engagement. Allwyn North America is headquartered in Chicago, and currently operates the Illinois Lottery under a private management agreement while seeking other opportunities throughout the U.S. We also provide products and services to lotteries and their players throughout Europe and the United States. The Technology team utilizes the latest technological trends to effectively build and manage solutions in an informal, open, and collaborative environment. Within Allwyn North America, the Operations Support Analyst will be a pragmatic individual with strong communication, problem-solving, and relationship-building skills. This individual is responsible for managing and prioritizing all escalated tickets. They will work cross-departmentally to resolve issues, restore services, and close tickets as quickly as possible. Following the ITIL process for all incidents is essential, with a focus on minimizing business impact when restoring services. A key aspect of this role involves managing interactions with our mission-critical vendors, as well as with internal and external stakeholders. Responsibilities: Maintain incident management processes and documentation Maintain internal and external service delivery processes Manage the day-to-day Incident Management operation (from minor to Major) Manage the resolution of incidents that include high-impact and high-priority incidents to ensure minimal impact to the business Analyze incidents, identify trends, and develop working practices and resolutions to minimize the risk of recurrence Coordinate and manage cross-functional teams and vendors from all areas of business as required to resolve incidents Communicate the progress of major incident resolution with stakeholders and the wider business Work closely with Change Management to ensure changes are tested and implemented with no/minimal impact on the business Act as a backup to the Change Manager, as necessary Assist with multi-vendor release coordination Work with Retail and Player Contact Centers to resolve escalated retailer/player complaints/cases. Develop and review internal processes as needed Execute daily/weekly/monthly Operations Checklist Produce process measurements and KPI reporting as required Participate in on-call rotation, including nights and weekends as needed