Real-Time Gaming Operations & Incident Support

Evolution Gaming Limited; Atlantic City (NJ); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Evolution Gaming Limited is seeking a Service Support Specialist to keep gaming tables up and running and minimize downtime. You will proactively handle technical issues, notify licensees promptly, and track incidents in Jira/SST systems while testing the studio during critical situations.

You will work with a team to resolve real-time incidents, ensure correct procedures, and support staff across shifts to maintain service quality and game integrity.

Qualifications

• Execution of job duties requires secondary (higher, special etc.) education.
• Strong written and oral knowledge of English.
• Strong level of computer literacy.
• Strong problem-solving skills.
• Strong attention to detail.
• Service oriented personality traits.
• Ability to work in a team.
• Ability to make decisions.
• Analytical skills.
• Managerial skills.
• Excellent communication skills.
• Strong people management skills.

Responsibilities

• Ensure all tables are operational without interruptions.
• Ensure game results are completed and processed to guarantee integrity of games.
• Ensure appropriate number of staff are present for each shift.
• Identify and resolve game irregularities due to dealer error, software issues, or other causes.
• Identify and resolve real-time incidents on the gaming floor related to hardware, software, and network connectivity.
• Resolve players’ disputes related to dealer actions or events affecting game integrity.
• Escalate unresolved incidents to 2nd/3rd line via Jira or SST.
• Identify recurring incidents and escalate to 2nd/3rd line via Jira/SST.
• Monitor critical applications and infrastructure components; log and escalate alerts.
• Respond to licensees’ issues via email or SST when possible.
• Develop subordinates through retraining and workshops.
• Other duties as assigned.

Skills

Table uptime

English proficiency

Computer literacy

Problem solving

Attention to detail

Service orientation

Teamwork

Decision making

Analytical skills

People management

Managerial skills

Education

Secondary education

Job description

Evolution Gaming Limited is seeking a Service Support Specialist to keep gaming tables up and running and minimize downtime. You will proactively handle technical issues, notify licensees promptly, and track incidents in Jira/SST systems while testing the studio during critical situations.

You will work with a team to resolve real-time incidents, ensure correct procedures, and support staff across shifts to maintain service quality and game integrity.