Senior TOC Engineer

We are #OPAP

We are Greece’s leading gaming company, with 65 years of history and Top Employer in Greece for 2023 & 2024. Our vision is to provide best-in-class entertainment in both retail and online, as well as to give back to society.

OPAP’s Fast Forward strategy guides our aspirations of delivering affordable and personalized entertainment experiences, while building an agile and dynamic company that enjoys long-term success. Customer centricity, digital orientation, agility, people engagement and social contribution are part of our DNA!

So what’s the challenge…

Step into the role of Senior TOC Engineer and be the key player in managing and resolving tickets from our ITSM platform. You'll ensure smooth operations for our corporate and gaming/betting back-office applications. Join us and make a significant impact in a dynamic environment!

Your day to day will include:

• Monitoring the daily performance and operation of systems, terminals, retail equipment, and network infrastructure to resolve issues and minimize downtime
• Handling technical problems reported via OPAP ITSM and coordinating with vendors to resolve issues in gaming, betting apps, and communication circuits
• Executing Central Information Systems operations using scripts or command line to ensure smooth gaming and betting platform functionality
• Addressing hardware and platform-related issues raised by OPAP corporate operations, prioritizing and resolving them per established processes
• Escalating incidents when necessary, assisting in investigations to reduce downtime, and keeping users updated on procedures
• Maintaining documentation and incident reports, including problem details and resolutions, to prevent future issues
• Coordinating technical issue resolution by mentoring junior engineers in incident management tasks
• Identifying missing IT Operations processes and taking initiative in drafting, communicating, and improving them, including automating existing TOC processes through applications/scripts

What you need to succeed:

• BSc in Computer Science or Information Technology
• 4+ years of working experience in a customer support field, preferably technical
• Help-desk exposure in the provision within a corporate environment
• Knowledge of the practices, processes and general standards for the end-user technical support
• Familiarity with ticketing systems and/or monitoring tools
• Ability to comprehend and retain technical information and to clearly translate technical issues in simple non-technical terms
• Effective communication and good team player with strong customer service culture
• Excellent organizational skills and prioritization skills
• Excellent written and oral communication skills both in Greek and English
• Availability to work on shifts 24/7/52

What’s in it for you?

• An award-winning working environment
• State of the art facilities including gym & restaurant
• Hybrid working model
• Competitive salary package and bonus scheme
• Health insurance coverage & Pension Plan
• Monthly food allowance
• Continuous learning with classroom/digital trainings by OpapAcademy
• Internal Career Opportunities
• Well-Being Activities

OPAP Group is an equal opportunity employer

Does this sound like you? If yes, we would love to meet you!