I. MAIN DUTIES AND RESPONSIBILITIES
Front-Line responsibility for Critical and Major incidents. Senior
escalation point for time-based elevations (close to breaching
SLA). Perform quality review for ongoing tickets. Act as a Subject
Matter Expert for regular technical support representatives in the
department. Maintain and create knowledgebase articles. Perform new
feature training courses for the regular technical support
representatives in the department. Perform new hire training for
the newcoming technical support representatives. Monitoring the
welfare of the servers and databases in production using various
tools. Fix critical malfunctions and try to minimize down-time to
no-time. Manage failures to be sufferable and escalate them to
relevant teams. Communicate with customers over issues they raise,
either by answering a phone call or replying to a helpdesk ticket.
Adhere to the Service Level Agreement (SLA) for the assigned
activities. If required, should be flexible to work beyond shift
hours to help address high volume / transactions inflow. Maintain
transparent communication with immediate supervisors, with respect
to work undertaken and ensure SLAs should not get breached. Attend
& Contribute to Daily Huddles, Meetings & Ad hoc Meetings
when required.
II. INFORMATION LINKS AND RELATIONSHIP
Directly subordinate to the NOC Team Leader In implementing the
organizational capacity to carry out our links and relationships
with all actors in the company.
What We're Looking For
III. REQUIREMENTS
Systems orientation and experience – Networking, SQL Strong
troubleshooting skills Experience with complex integrated systems
SW Qualification / Integration / SW Development experience Work in
complex activities in project and matrix environment in parallel
Deep knowledge of TCP/IP, HTTP, DNS, SSL, Web Applications, Load
balancers, proxies and firewalls Experience with the following an
advantage – Jenkins, Git, Jira, Bamboo, JMeter. Fluency in
English.
Travel Expectations
None
Additional Information
Depending on the nature of your role, you may be required to
register with the Nevada Gaming Control Board (NGCB) and/or other
gaming jurisdictions in which we operate.
At this time, we are unable to sponsor work visas for this
position. Candidates must be authorized to work in the job posting
location for this position on a full-time basis without the need
for current or future visa sponsorship.