Sr. Specialist, Gaming

JOB BRIEF

• The Senior Specialist, Gaming, is responsible for overseeing Support Engineers during equipment installation, maintenance and repairs. Providing training and guidance to new team members. Reviews and improves operational processes, preparing reports, creating work schedules and delegates tasks. The role also includes developing optimization strategies to enhance gaming operations and ensuring excellent customer service for patrons and internal stakeholders.

JOB RESPONSIBILITY

• Administer and maintain the CMS and other software applications integral to gaming operations.
• Assist in leading and mentoring the Gaming Application Support team by providing guidance, training, performance evaluations, and ensuring the proper creation, maintenance, and adherence to technical and operational documentation to sustain a high level of service and technical proficiency.
• Manage, document, and resolve incidents, including performing detailed root cause analysis and documenting corrective actions taken. Provide timely status updates to stakeholders and escalate critical issues as necessary.
• Provide technical support for in-game events, tournaments, and other special activities, ensuring smooth operations and promptly addressing any technical issues that arise during events.
• Plan and execute IT projects related to Gaming systems, including system upgrades and new technology implementations, ensuring proper UAT, required approvals, and documentation are completed.
• Collaborate with Gaming Operations to identify system improvements and additional requirements that support operational efficiency and the company's overall success.
• Ensure support activities meet established SLAs by monitoring performance, reporting results, and implementing corrective actions when necessary.

JOB QUALIFICATIONS

• Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent work experience or certifications may be accepted in lieu of a degree.
• At least five years of IT application support experience in the gaming industry, with solid understanding of gaming operations.
• Proficiency in CMS and other gaming-specific applications.
• Experience in Integrated Resorts is an advantage.