Senior Gaming Operations & Support Specialist

LaVie Resort and Casino Manila

Manila

On-site

PHP 700,000 - 1,100,000

Full time

11 hours ago

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Job summary

LaVie Resort and Casino Manila is seeking a Senior Specialist, Gaming to lead and mentor the Gaming Application Support team, overseeing equipment installation, maintenance and repairs while providing training to new members. You will administer the CMS and gaming software, manage incidents with root-cause analysis, ensure timely updates to stakeholders, and guarantee SLA-compliant support during events.

The role plans IT projects for Gaming systems, collaborates with Gaming Operations on

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.

Responsibilities

Oversee Support Engineers during equipment installation, maintenance and repairs.
Provide training and guidance to new team members.
Review and improve operational processes, preparing reports, creating work schedules and delegating tasks.
Develop optimization strategies to enhance gaming operations and ensure excellent customer service for patrons and internal stakeholders.
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 proper documentation.
Manage, document, and resolve incidents, including performing root cause analysis and documenting corrective actions taken with updates to stakeholders.
Provide technical support for in-game events, tournaments, and other special activities to ensure smooth operations.
Plan and execute IT projects related to Gaming systems, including system upgrades and new technology implementations with proper UAT and approvals.
Collaborate with Gaming Operations to identify system improvements and additional requirements.
Ensure support activities meet established SLAs by monitoring performance and implementing corrective actions.