DUTIES AND RESPONSIBILITIES
- Ensure smooth operations of Solaire Online platform and server services (Slot, Studio, Stadium, and future products /applications).
- Lead Technical team in support, maintenance, implementation and upgrading of servers, network hardware and software.
- Guide Technical Support on support, trouble shoot and resolve issues promptly raised by Customer Service related to patron complaints, and technical errors.
- Ensure Service Level Agreement are met by both IT Technical Team and partners for support resolution.
- Work with Development Team on maintenance schedule for release upgrade, bug fixes and roll-out of new applications.
- Continuous training and develop Technical Support knowledge base, and document process and learnings.
- Communicate, coordinate, and assist internal IT (infrastructure & network), technology partner, game providers, service providers etc. with information for troubleshooting.
KEY PERFORMANCE INDICATORS/KEY SUCCES FACTORS
- Service Level Agreement (according to agreed turnaround time)
- Ticket Management (incidents and support - open, closed tickets)
- System Availability (uptime, planned and unplanned maintenance)
