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Flutter Dublin 161121 C

Production Operations Incident Lead

  • Dublin, Ireland
  • Leeds, United Kingdom
  • Full time 40 hours
  • Permanent

Production Operations Incident Lead
We are considering applicants in – London/Leeds/Dublin
Style of work – Hybrid 2 days per week

Working for the Flutter Group production operations team, this role is responsible for ensuring that all flutter group services are monitored and managed 24/7. The role will manage incidents in real time ensuring that any impact to our customers will be minimal and managed professionally and within agreed SLA’s.

The production operations team is responsible for coordinating internal response to any urgent issues within the flutter group and any cross divisional incidents impacting brands and divisions. These issues include service outages, major bugs, security and compliance issues and anything else that warrants an immediate and cross-functional response.

Working with all teams within Global Services, you will help to develop, and implement a streamlined incident process for global production operations to follow. Promoting best practice across the group and ensuring we are learning from mistakes and improving into the future.

Working with all the brands and divisions across flutter will ensure you are driving collaboration and operational excellence around incident management. You will build up a large knowledge base across the group to ensure you can get incidents resolved and queries answered within agreed SLAs (service level agreements). You will actively manage incidents during you shift acting as a champion for resolution and working with resolution teams to final solutions to problems as they appear.

In Flutter Group we want to establish a production operations function with a global approach that brings all our brands closer together to support our group services

Who are we?     
We’re a FTSE 40 global leader in sports betting and gaming with annual revenues of over £4bn. Its strong and diverse portfolio of market-leading brands and best-in-class products provides its 13 million customers excitement and entertainment in a safe and responsible way. Brands include Paddy Power, Sky Betting and Gaming, Betfair, Sportsbet, FanDuel, and PokerStars.
Our vision for global technology is to achieve competitive advantage for our divisions by collaborating on areas of technology that benefit from our global scale, while maintaining divisional autonomy in other areas.

Your new role will involve:

  • Highlighting areas across our brands that require additional focus from our production operations team
  • Working closely with Production operations and Service managers to ensure that we are working efficiently and chasing the right work as a team to maintain stability
  • Responsible for day-to-day reporting that assists Production operations and Service management with accurate stats to investigate any issues impacting production across all products and services
  • Significant Service on-call experience, working as part of an incident response team to restore services, provide support and guidance, and ensure stakeholders are updated at regular intervals. Additionally, provide support and experience during major incidents
  • The lead will always ensure we have a ‘how do we improve’ thinking to all issues that occur to production. Always asking how do we bring teams together to resolve issues across all tribes
  • Oversee all engagements into the team, ensuring correct delegation, ownership, escalation and follow up
  • Ensure the quality of communications coming from the team and that all stakeholders are updated
  • Work closely with management and other leads to assist on transition activities such as cross training, overcoming system access barriers and aligning our processes

Expertise we’d love to see :

  • Commercial experience in a production operations role with a proven ability to improve stability in a highly pressurised environment 
  • Collaborate with multiple teams ensuring that nobody take a blame attitude. Helping teams to work closely together
  • Excellent interpersonal & communication skills as candidate will have to deal with all areas of the company
  • Drive and manage a team of production operations technicians and analysts ensuring they remain motivated and always have the ‘how do we improve’ attitude
  • Ability to communicate at all levels from senior execs through to 1st line support
  • Support Service Management teams on incident, problem, change and configuration management standards and implementation ensuring we always have a stable platform for our customers
  • Identifying and building strong long-term customer & strategic relationships alongside effective stakeholder management within the entire Flutter Group


  • Uncapped Holiday Allowance (you read that right!)
  • Enhanced Pension Scheme (please ask for your location and we will share)
  • Bonus Scheme
  • Life Assurance
  • Income protection
  • Private healthcare (with option to add dependent)
  • £/₤1,000 annual self-development learning fund & Access to thousands of Udemy courses
  • Invest via the Company Share save Scheme, Discount vouchers, Volunteering days.
  • ‘Take 20’ work from another location for up to 20 days
  • Enhanced Parental Leave Policy and paid time off for appointments.
  • Reward portal eg. electric car scheme, gym membership discounts etc.
  • Wellbeing scheme
  • On-site Gym, Canteen and Gaming area plus many more!

At Flutter we’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hardworking, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us one of the Top Workplaces in the area. 


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Flutter Dublin 161121