Performance Manager  

Reporting to Customer Operations Director

Performance Manager is responsible for managing and coordinating business driven initiative ensuring all websites, products, services, and all essential systems are operating at highest performance standards.

The role is required to have solid technology level understanding of products and services offered to the customer, including gaming operations production environment and its main system components. Additionally, the role will require to have or adopt, understanding of customer benefits that rely on the quality of the service, and the value the performance is adding to the customer experience.

Essentially the role is responsible for handling performance improvement related efforts with a solid understanding of customer and business impacting issues, their urgency, and priority, therefore prioritizing and handling the resolution of issues in accordance with those.

Responsibilities

• Identify performance issues collecting input from analytics and monitoring tools, business intelligence, customer services, product teams and marketing operations
• Collaborate closely with IT operations, development, and solution architects in order to pinpoint weaknesses and instabilities in products and services, system capacity issues and application issues
• Create and manage performance improvement tasks and projects, and coordinate efforts to fix and mitigate the issues
• Set performance benchmarks for products and services, and work on setting the highest standards for future improvement and fine tuning efforts
• Prioritise issue handling in communication with business, namely marketing, business development, and customer operations
• Effectively manage business expectations by providing scheduled and ad-hoc status reports containing clear information on performance issues, handling efforts and commitment levels, progress, timelines, and delivery schedules
• Performance issue tracking and cataloging, keeping the score, archiving closed issues and being able to provide quarterly/yearly reports on historical issues and related mitigation results

Collaboration scope

• IT Operations
  • 24/7 ITOPS Team, for immediate issue handling and resolution
  • Network Team, for network level solutions and concerns
  • Infrastructure Team, for systems and environments performance
  • Database Team, for database related performance issues and concerns
• IT Development PHP/.NET
  • Website, Cashier and online service issues on application level
• 3rd Party Providers
  • Comtrade Support, for platform related performance concerns
  • Playtech Support, for Casino, Poker and Games performance related issues
  • ONEworks, for sports product performance related issues
  • Including any other relevant product or solution providers
• Product Teams, for identification of any known performance issues
• Marketing Operations, for input raising any active operational issues
• BI Team for visibility and identification of business performance issues
• Customer Services for customer issue reports input
• Payments Team, for any payment method related performance issues

Academic qualifications

• Bachelor’s degree in Information Technology or related discipline.

Experience

• 5+ years in business technology related role in competitive online service environment.
• Providing technology support for customer-facing products and services.
• Working on IT performance improvements tasks and projects.
• Working on problem-solving tasks with IT operations and software development teams.
• Handling IT Operations KPIs and working with SLAs.
• Online gaming industry or similar is desirable but not essential.
• Working in a multi-cultural environment is recommended.

Skills

• Analytical problem-solving skills, an ability to evaluate issues and identify solutions.
• Leadership skills, an ability to take authority managing tasks and projects.
• Usage of system performance monitoring, debugging, and analytics tools.
• Strong communication skills, ability to communicate with both business and IT.