ABOUT US
Arrise Solutions (India) Pvt. Ltd. is a leading content provider to the iGaming and Betting Industry, offering a multi-product portfolio that is innovative, regulated and mobile-focused. Arrise Solutions (India) Pvt. Ltd. strives to create the most engaging and evocative experience for customers globally across a range of products, including slots, live casino, sports betting, virtual sports and bingo.
Driven by a persistence to craft immersive experiences and responsible thrills, our professional team consistently deliver best-in-class services with a dedication to create games that players love time and time again.
WHAT WE OFFER
Driven by a persistence to craft immersive experiences and responsible thrills, our professional team consistently deliver best-in-class services with a dedication to create games that players love time and time again.
- Professional and personal development
- Opportunities to progress within a dynamic team.
- Close and collaborative colleagues
OUR VALUES
PERSISTENCE
- We never give up and are determined to be the best at what we do.
RESPECT
- We value and respect our clients, their players, and our team members; promoting professionalism, integrity and fairness without compromise.
OWNERSHIP
- We take ownership of our work and consistently deliver in a reliable manner; always providing the highest level of quality.
Roles & Responsibilities
- Diagnose, troubleshoot, and debug complex technical issues as an L2 Support Engineer (must-have).
- Perform detailed Root Cause Analysis (RCA) and prepare clear, actionable reports (must-have).
- Work with SQL databases to run queries, analyze data, and support issue resolution (basic to intermediate SQL proficiency).
- Utilize monitoring & logging tools such as Grafana, Kibana, Splunk, ELK, Prometheus, and Datadog.
- Work on ITSM platforms including Freshdesk, Jira, and ServiceNow for incident tracking and lifecycle management.
- Manage incidents, escalations, SLAs, KPIs, and drive continuous service quality improvement.
- Collaborate cross-functionally with QA, DB, Product, Engineering, and Account Management teams.
- Build dashboards/metrics, automate support tasks, and drive process optimization.
- Handle client communication, business impact analysis, and critical escalations professionally.
- Ensure strong adherence to ITIL practices across Incident, Problem, and Change Management.
- Participate in integrations and API-based troubleshooting (REST API familiarity).
- Demonstrate ownership, accountability, and effective conflict resolution in fast-paced environments.
Key Skills & Experience
- Experience Range: 27 years in Technical/L2 Support or Application Support.
- Strong troubleshooting, debugging, analytical and problem-solving skills.
- Hands-on SQL querying & data analysis (joins, filters, aggregations).
- Good understanding of REST APIs (testing, logs analysis, integration workflows).
- Familiarity with logging, monitoring, ITSM platforms, and basic automation.
- Good programming/scripting knowledge in any language (e.g., Python, Java, Shell, JavaScript, etc.).
- Excellent communication, documentation, and stakeholder handling skills (must-have).
- Strong organizational, time-management, and critical thinking abilities.
- Adaptability to dynamic environments with quick decision-making.
