Engineering Support Lead

About Us

At FDJ UNITED, we dont just follow the game, we reinvent it.

FDJ UNITED is one of Europes leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, youll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.

Were looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.

Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME

Main Duties / Responsibilities

• Support existing and future platforms, ensuring stability and optimal performance.
• Monitor and manage the uptime of our Production Environment, proactively addressing issues
• Perform day-to-day management with the Support Team and liaise with international counterparts to ensure 24/7 coverage
• Investigate and resolve issues raised to the team efficiently and effectively.
• Proactively identify pain points and address them through various methods:
• Automation to streamline repetitive tasks
• Alerting to enhance issue detection and response times
• Monitoring to proactively detect system degradation
• Drive stakeholder engagement and build confidence with internal and external stakeholders
• Communicate technical updates, incidents, and resolutions clearly to all stakeholders
• Assist in the development and implementation of support operational processes and procedures
• 
  Manage team roster to ensure continuous coverage and effective workload distribution
• Foster a global culture of collaboration, knowledge-sharing, and continuous improvement

Key Accountabilities / Measures

• Incident resolution efficiency Measure response and resolution times against SLAs
• System uptime & stability Ensure minimal production downtime through proactive monitoring and automation
• Stakeholder satisfaction Maintain strong relationships through clear and timely communication
• Process improvements Identify and implement efficiency improvements in support workflows
• Training and alignment of direct reports Ensure team members are up to date with best practices and technologies
• JIRA hygiene Ensure tickets are well-documented, tracked, and resolved efficiently

Essential Educational and / or Training Qualifications & Certificates

• Tertiary qualification/s in a Information Technology related discipline is highly desirable

Preferred Experience and Knowledge

• Experience in the application support space
• Extensive knowledge in support principles including incident management, problem management, etc.,
• Desirable knowledge in server stack and website support
• Strong understanding of technical issue resolution
• Extensive knowledge in issue debugging, analysis and resolution
• Working knowledge of user journey via multiple tools
• Solace / Kafka
• Elastic / Grafana / Splunk
• Postgres / MSSQL
• Testing experience is a definite advantage

Behavioural Competencies

• Leadership-driven with a proactive approach to problem-solving
• Strong written and verbal communication skills, along with excellent interpersonal skills
• Analytical skills to effectively triage and troubleshoot complex technical issues
• Highly motivated and able to manage time efficiently in a fast-paced environment
• Attention to detail and ability to work with precision
• Highly organised with the ability to manage multiple priorities effectively

Our Way Of Working

Our world is hybrid.

A career is not a sprint. Its a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.