Technical Manager, Online Gaming

Solaireresort; Parañaque; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

Solaireresort is seeking a Senior Technical Operations Lead to ensure smooth operation of the Solaire Online platform and its server services. You will head a technical team responsible for ongoing support, maintenance, and upgrades of servers, network hardware and software.

You will coordinate with internal IT, development teams, partners, and service providers to meet SLAs, troubleshoot issues, and drive release schedules while maintaining a comprehensive knowledge base for the team.

Qualifications

• Experience leading a technical support team.
• Experience with servers, network hardware and software upgrades.
• Ability to coordinate with internal IT and partners.

Responsibilities

• Ensure smooth operations of Solaire Online platform and server services.
• Lead Technical team in support, maintenance, implementation and upgrading of servers, network hardware and software.
• Guide Technical Support to troubleshoot and resolve patron and customer service issues.
• Ensure SLAs are met by IT and partners for issue resolution.
• Collaborate with Development on maintenance schedules and release upgrades.
• Provide training and maintain the Technical Support knowledge base.
• Coordinate with internal IT, partners and providers for troubleshooting.

Skills

Technical leadership

Server administration

Network hardware

Software upgrades

Technical support

SLA management

Troubleshooting

Job description

• State/Province National Capital Region (Manila)
• Country Philippines

Job Description

• Ensure smooth operations of Solaire Online platform and server services (Slot, Studio, Stadium, and future products/application).
• Lead Technical team in support, maintenance, implementation and upgrading of servers, network hardware and software.
• Guide Technical Support on support, troubleshoot 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)