Technical Manager, Online Gaming

solaireresort; Parañaque; On-site; PHP 600,000 - 900,000; Full time

Job summary

Solaire Resort is seeking a Lead IT Technical Support to oversee the Solaire Online platform and its server services, including Slot, Studio, Stadium, and future products. You will guide the technical team in support, maintenance, and upgrades and coordinate with development for releases.

The role also involves mentoring staff, ensuring SLA targets with partners, and facilitating troubleshooting with customer service. Strong communication with IT and external partners is essential.

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.

Job description

• 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 Indicator/Key Success Factors

• Service Level Agreement (according to agreed turnaround time)
• Ticket Management (incidents and support - open, closed tickets)
• System Availability (uptime, planned and unplanned maintenance)