IT Service Delivery Officer

Westside Resort; Parañaque; Presencial; PHP 540.000 - 900.000; Jornada completa

Descripción de la vacante

Westside Resort is seeking a Service Delivery Specialist (Non-Gaming) to provide second-level IT support for non-gaming systems across the resort’s operations. The role focuses on ensuring performance, stability, and regulatory compliance of critical systems, while coordinating with vendors and internal teams to resolve issues efficiently.

The ideal candidate has a minimum of 5 years in IT systems support, strong knowledge of gaming regulatory requirements, and ITIL Foundation or related

Formación

• Bachelor's degree in Computer Science or Information Technology or equivalent.
• Minimum 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).
• ITIL Foundation preferred; CompTIA A+, vendor-specific certifications (e.g., Microsoft, Cisco) are a plus.

Responsabilidades

• Provide second-level support for non-gaming systems to ensure minimal disruption to non-gaming operations.
• Respond to escalated technical incidents, perform root cause analysis to avoid recurrence.
• Coordinate with vendors and internal stakeholders for issue resolution and system upgrades.
• Perform regular system health checks, maintenance, and performance tuning.
• Implement monitoring tools and alerts to detect and resolve anomalies before they impact users.
• Maintain logs and configuration records for audit purposes.
• Provide technical guidance to junior staff and ensure adherence to service standards and escalation procedures.
• Monitor L1 staff performance and provide coaching as needed.
• Maintain documentation for system configurations, support procedures, and known issues.
• Participate in planning and execution of system changes with risk assessments and rollback plans.

Conocimientos

IT support

Second-level support

Vendor coordination

Regulatory compliance

ITIL Foundation

Educación

Bachelor's degree in CS/IT

Descripción del empleo

About the role

The Service Delivery Specialist (Non-Gaming) provides immediate second-level technical assistance to end-users across non-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 front-of-house and back-of-house non-gaming systems, such as the Property Management System, Point-of-Sale System, ERP system, Workforce Management Systems, Job dispatch and Housekeeping System, and the like by resolving complex issues, optimizing performance, and coordinating team tasks.

Key responsibilities

• Provide second-level support for non-gaming systems such as property management systems, point-of-sale systems, ERP system, Workforce Management Systems, Job dispatch and Housekeeping System, and reporting tools to ensure minimal disruption to non-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
• 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
• 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
• 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

About you

• Bachelor's Degree in Computer Science / Information Technology or equivalent
• 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)
• ITIL Foundation preferred; CompTIA A+, vendor-specific certifications (e.g., Microsoft, Cisco) are a plus
• Solid understanding of the hotel, F&B, and retail operations cycle and how non-gaming systems impact revenue, guest loyalty, and compliance
• Awareness of regulatory standards and the role of system uptime in ensuring uninterrupted operations
• Ability to relate system issues and technical risks to business impact and communicate appropriately to stakeholders
• Shows flexibility in adjusting to different work schedules and complies with the Company's Code of Conduct and other policies and procedures
• Ensures accuracy of work output by showing attention to detail and meets high quality output even during busy operations