Jay Levitan Email & Phone Number

Tel Aviv, Israel

● Working with multiple stakeholders (R&D, NOC, PM, Compliance, FinOps, Sales, merchants,payment gateways) to identify, triage and resolve issues under strict SLA● Hands-on log investigations, reproductions and data analysis of flows spanning multipleservices and REST APIs (Postman, Kibana, Looker, DevTools, Confluence, Rapyd APIReference and Client Portal)● API regression testing in QA and PROD post-deployment (Postman)● Ticket management in Salesforce (merchants) and Jira (R&D)● Leading troubleshooting Zoom sessions with commercial customers and payment gateways.● Conducting internal knowledge transfer● Owning a review process of newly released Product features from Support perspective,including PM sync and presentation to the global support team.

• Providing 2nd level support of 888 Casino, Sports betting and Poker products• Direct work with R&D• Handling internal and external customer cases and live production incidents (backend and frontend)• Using various tools, in-depth logs searches and DB analysis to troubleshoot complex issues (Microsoft SQL Server, Chrome DevTools, Fiddler, Kibana, XpoLog, SDL Tridion CMS)• Initiated and built the well-structured knowledge base of technical notes and troubleshooting procedures• Worked closely with various teams throughout the company (PM, PgM, NoC, IT, QA etc)• Worked with 3rd party gaming providers (Evolution, Netent, Quickspin etc)• Trained new team members

Gibraltar

• Providing response to a wide range of online casino, sports and poker customer inquiries, leading them to successful resolution• Technical and fraud investigations. Working in close collaboration with internal departments and 3rd part gaming software providers (Netent, Microgaming)• Identifying business development and sales opportunities aimed to raise customer activity. Building strong relationships with VIP customers, contributing to their retention

Gibraltar

• Leading Tier-1 Support team of 6 representatives supporting customers over the email, phone, and live chat. Responsible for team KPIs, VIP retention, mentoring new hires, coordinating between different departments, and interacting with global business partners

Practical Engineer, Film And Television Studies

Conflict Resolution, Mediation And Negotiation

http://gevim.co.il/