Table Uptime & Incident Response Specialist

Evolution; Atlantic City (NJ); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Hourly pay $20

Paid time off

Paid holidays

Life and AD&D insurance

Discount program

Training & growth

Professional development

Job summary

Evolution, a world-leading B2B provider for online casino entertainment, is hiring a Service Support Specialist to manage table uptime and minimize downtime. You will monitor operations, escalate incidents, and coordinate with licensees through Jira/SST; ensure game integrity and smooth dealer performance.

We seek a detail-oriented communicator with strong English, analytic skills, and the ability to work in a fast-paced team environment. Training and growth opportunities are provided.

Qualifications

• Secondary education required.
• Strong written and oral knowledge of English.
• Strong 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.

Responsibilities

• Ensuring that all tables are operational without interruptions.
• Ensuring games results are completed and processed according to the correct procedures to guarantee integrity of games.
• Ensure appropriate number of staff are present for each shift.
• Identifying and resolving all game irregularities due to dealer mistake, software issues or any other reason.
• Identifying and resolving all real-time incidents on the gaming floor relating to all components of operations, including but not limited to hardware, software, and network connectivity.
• Resolving players’ disputes related to the actions of the dealer or any other event that could have affected the integrity of the game.
• Escalating all incidents that cannot be resolved at 1st line to the appropriate 2nd line, or 3rd line support function via Jira or SST as required.
• Identifying problems/repeat Incidents and escalating them to appropriate 2nd line, 3rd Line support function via Jira /SST where appropriate.
• Monitoring critical application functions and Infrastructure components via the provided monitoring tools; identifying, analyzing, logging and escalating all alerts as necessary.
• Responding to and where possible, resolving any issues raised by licensees either via email or SST.
• Improving and developing subordinates work levels through re-training and development workshops
• Other duties as assigned.

Skills

English proficiency

Problem solving

Attention to detail

Teamwork

Decision making

Analytical skills

Education

Secondary education

Job description

Evolution, a world-leading B2B provider for online casino entertainment, is hiring a Service Support Specialist to manage table uptime and minimize downtime. You will monitor operations, escalate incidents, and coordinate with licensees through Jira/SST; ensure game integrity and smooth dealer performance.

We seek a detail-oriented communicator with strong English, analytic skills, and the ability to work in a fast-paced team environment. Training and growth opportunities are provided.