The Service Delivery Officer (Gaming) provides immediate second-level technical assistance to end-users across gaming business units of the company, and ensures the performance, stability, and regulatory compliance of the integrated resort's critical gaming systems through second-level technical support and proactive maintenance. This role supports gaming operations, such as Casino Management System, Treasury Management System, and Loyalty and Rewards Management Systems, by resolving complex issues, optimizing performance, and coordinating team tasks.
AREAS OF RESPONSIBILITY
Gaming Systems Second-Level User Support and Issue Resolution:
- Provide second-level support for gaming systems such as slot management, table games tracking, casino loyalty platforms,and reporting tools to ensure minimal disruption to gaming operations.
- Respond to escalated technical incidents in a timely manner and apply root cause analysis to avoid recurrence.
- Coordinate closely with vendors and internal stakeholders for critical issue resolution and system upgrades.
Maintenance, Monitoring, and System Optimization:
- Perform regular system health checks, scheduled maintenance, and performance tuning to ensure optimal functioning of gaming applications and platforms
- Implement monitoring tools and alerts to detect and resolve system anomalies before they impact users.
- Maintain accurate logs and configuration records for audit purposes.
Task Coordination:
- Provide technical guidance to junior staff and ensure adherence to service standards and escalation procedures.
- Monitor L1 staff performance and provide feedback or coaching as needed to strengthen capability and responsiveness
System Documentation and Change Management:
- Maintain accurate and updated documentation for system configurations, support procedures, and known issues.
- Participate in the planning and execution of system changes, ensuring risk assessments and rollback plans are in place.
- Ensure compliance with IT change management processes and regulatory requirements.
Vendor and Stakeholder Coordination:
- Liaise with gaming system vendors for software patches, hardware replacements, and technical escalations.
- Collaborate with gaming operations, surveillance, and audit teams to align IT support with gaming floor needs and ensure compliance with gaming regulations.
- Ensure service-level agreements (SLAs) with third parties are met and issues are tracked until resolution.
MINIMUM REQUIREMENTS
Education
Bachelor's Degree in Computer Science / Information
Technology or equivalent
Relevant Experience
- At least 5 years of experience in IT systems support.
- Experience in managing and troubleshooting mission-critical systems and coordinating with third-party vendors or OEM support.
- Familiarity with regulatory requirements applicable to gaming systems (e.g., PAGCOR, GLI).
Licenses / Certifications
(If Applicable Only)
- ITIL Foundation preferred;
- CompTIA A+, vendor-specific certifications (e.g., Microsoft, Cisco) are a plus
