Specialist - Operations Infrastructure

Company Description

Ivy is a global, cutting-edge software and support services provider, partnering with one of the world’s biggest online gaming and entertainment groups. Founded in 2001, we’ve grown from a small tech company in Hyderabad to one creating innovative software solutions used by millions of consumers around the world, with billions of transactions taking place to head even some of the biggest technology giants. Focused on quality at scale, we deliver excellence to our customers day in and day out, with everyone working together to make what sometimes feels impossible, possible.

This means that not only do you get to work for a dynamic organization delivering pioneering technology, gaming and business solutions, you can also have an exciting and entertaining career. At Ivy, Bright Minds Shine Brighter. 

Job Description

The Junior Tech Admin Associate is integral to ensure the smooth daily operation of our operational tools, systems, and administrative functions. The ideal candidate will be adept at optimizing operational processes, providing technical support, and performing administrative tasks with a high degree of accuracy, keeping all our repositories up to date. Additionally, they will possess a proactive approach to problem-solving and be skilled in troubleshooting technical issues efficiently. Excellent communication skills and the ability to work collaboratively with various teams are crucial for success in this role. The candidate should also be comfortable with evolving technologies and able to adapt quickly to new software and systems as they are integrated into our workflow.

What You’ll Do (Key Responsibilities):

Day to day support

• Provide first-line technical support to all end users about tools navigation.
• Provide basic troubleshoots to all end users about tools navigation.

Systems access

• Maintain our ‘All Tools Access Repository’, ensuring data integrity and accuracy of roles, groups.
• Maintain our ‘Zendesk Licenses Repository’, ensuring accuracy of license occupancy.
• Submit access requests in accordance with license requirements.
• Upgrade/Downgrade end users’ profiles (new joiners, leavers).

Systems performance and end user workflows

• Monitor daily our system performance and usage.
• Perform daily routine sanity checks and maintenance tasks.
• Raise INCs for tech issues observed during regular system performance and sanity checks. Follow through and ensure final resolution is provided by responsible teams.
• Collect end user feedback about workflows efficiency and gaps.

Tech Intake Form

• Maintain the Intake Form Repository.
• Review and triage daily submissions and requests.
• Assure all requests include complete documentation, according to agreed templates.
• Schedule meetings with Tech Manager and Senior Admin for weekly backlog reviews.
• Handle correspondence with all our stakeholders about requirements, deadlines and completion.

Tech roadmaps and activations

• Maintain Asana dashboards.
• Perform independently basic configurations in sandbox and production environment.
• Assist Senior Admin completing complex configurations in sandbox and production environment.
• Perform UAT activities for new feature activations to ensure expected functionality.
• Submit Intake Form for CS Process Content team to document the activations in our Care Knowledgebase.

Training, process optimization and documentation

• Maintain ‘Tech Admin Repository’ (‘How to’ guide about tech configuration of our systems).
• Maintain ‘System Configurations Changelog Repository’.

Qualifications

• Associates degree in Information Technology, Business Administration, or a related field preferred; or equivalent work experience.
• Minimum of 2 years of experience in a technical support or administrative role, preferably in a contact center operations environment.
• Experience with Zendesk, Asana, JIRA, Genesys Cloud, NICE is a strong plus
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
• Strong organizational and multitasking abilities, with keen attention to detail.
• Demonstrated ability to analyze issues, propose solutions, and implement corrective actions.

Additional Information

At Ivy, 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 in India, you can expect to receive great benefits like:

• Safe home pickup and home drop (Hyderabad Office Only)
• Group Mediclaim policy
• Group Critical Illness policy
• Communication & Relocation allowance
• Annual Health check

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.  

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At ivy, 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.