Experience

Stats Perform

• United Kingdom
• Spectator Sports
• 700 & Above Employee

• Technical Writer

  • Sep 2022 - Present

• Senior Support Engineer

  • May 2021 - Aug 2022

• Support Engineer

  • Jan 2019 - Apr 2021

  • Researching and exploring ways to carry out corrections and amendments, at our 1st line support, to fix a problem or an issue before escalating further to 2nd and 3rd line support services.• Testing the API feed manually.• Work in Perform CMS Tools to ensure all the data are correct.• Monitoring feed delivery and notifying clients of spikes in feed delivery issues; escalating to specific Operations hub offices when an error has been noticed via Matchday Monitor or Dettol Valde (Nexus based); Notifying respectful teams as soon as possible, to help and rectify an issue as quickly as possible.• Client Handling with regards to XML/JSON API, betting feeds Via Email, also Communicate with relevant areas of the business to ensure client satisfaction.Troubleshooting Widget, login issues.• Proactive Monitoring of Server Loads and ingestion platform and Ensure Platform Stability• Documenting troubleshooting and problem resolution steps in Confluence.• Logging the issues through JIRA tool for the respective team and working with our Development group to resolve more advanced issues when necessary.• Creating the incidents on Service Now to keep track of the issues. Logging incidents and Raising requests.• Checking API logs using Kibana.• Assist other level L2 and L3 support engineer’s worldwide with support case escalations.• Work closely with developers (L4 Queries) to ensure effective Service Support.• Monitoring incident management queue.• Uploading the images into the widgets through Amazon S3-Cloudberry tool and also into host using FileZilla.• Manage customer support relationship with key customer accounts.• Sending out comms to notify the clients about a product issue.