Senior Problem Analyst

Altenar is an international IT company founded in 2011, with offices in Malta, Greece, Georgia, the Isle of Man, and Uruguay. We specialize in high-load software development and provide one of the best technology solutions for the iGaming industry worldwide.

Job Description

The IT Service Problem Analyst will probably come from a strong development or system architecture background and be motivated by working with like-minded subject matter experts on complex problems that often result in platform architecture improvements. The role requires a person with a data-driven mindset, capable of taking a scientific approach to problem-solving, and using formal experimental methodologies to prove/disprove hypotheses and drill down to root cause. The role will be collaborative
in nature, and needs a person who is comfortable challenging conventional wisdom in a non-confrontational way. The role is self-driven and can attack problems that are discovered in response to documented incidents as well as latent problems that are only visible through changes in system trends/processing latency/etc.

The Problem Analyst will focus on platform architecture problems and will therefore need to invest in understanding the functional and component make-up of Altenar products and build relationships with system architects, and technical operations staff. Altenar is committed to continuous improvement on platform and this role will receive all the leadership support required to make a difference.

Qualities required for the role:

• Excellent written and verbal skills in English
• The ability to communicate calmly but effectively and make a point persuasively without the need for conflict
• The ability to work with technical people in a peer-to-peer relationship to challenge them during problem investigations but also act as a catalyst for the problem management process
• Have a clear understanding of the iGaming industry and the way data flows between integrated systems owned by different parties
• Strong understanding of web technologies and distributed systems
• Working knowledge of Internet communication protocols, desktop and mobile browser
• technologies, and related concepts such as IP addresses, IP white-listing/black-listing, and domain names.
• Comfortable with Linux and Windows operating systems and versed in log analysis using at least one tool or search query language.
• Strong statistical analysis and visualisation skills, and strong understanding of cause/effect, correlation/causality.
• Strong documentation skills
• Self-driven and ready to dig for or even reverse-engineer information at times
• Trained in questioning iteratively to understand underlying cause
• Preferably trained in a problem management methodology (such as Kepner-Tregoe / Six-Sigma)
• Demonstrable experience working with diverse teams in a leadership role
• Graduate-level education in an IT technical field
• ITILv4 practitioner certification is a plus.

Other practical Skills:
The candidate should have the ability to:

• Work comfortably with Google Workspace and Microsoft Office tools to communicate via email, produce documentation, and carry out simple mathematical analysis on metrics using spreadsheets.
• Work with JIRA and describe changes in configuration that may be required to affect any required process changes
• Work comfortably with SQL as a user.
• Use bespoke Back-Office interfaces to verify existing customer configuration, set up new customer configuration, and carry out some investigations and train others in its use

Responsibilities:
The role will be responsible for, amongst other things:

• Supporting the Problem Management process including changes to the process itself
• Championing lessons learnt from troubleshooting instances
• Leading investigations and eliciting the support required from any stakeholder
• Closing off problem analysis with actionable recommendations
• Ensuring continuous product feature training happens to keep abreast of architectural
• knowledge
• Contribute to Knowledge management within the organization

Benefits:

• Good compensation

• Health insurance

• Gym discount

• Corporate English lessons

• Modern comfortable offices in Moscow, Saint-Petersburg, Vladimir or remote work

• Monthly compensation for electricity and the Internet

• Multinational team with experts around the world

• Participating in professional events and corporate events