Service Support Specialist

Summary: Evolution is the world leading B2B provider for online casinos, seeking a Service Support Specialist. This role is responsible for managing table uptime, addressing technical issues, and ensuring operational integrity on the gaming floor. 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, analysing, logging and escalating all alerts as necessary - Handling major incident management for all events that affect the availability of the Live Casino Service including but not limited to: - 1st line diagnosis of all Major Incidents - Escalation of Major Incidents to the appropriate 2nd line support group - Coordination of all support activity throughout the duration of Major Incidents - Providing update to all concerned parties throughout the duration of Major Incidents in line with timeframes defined by our Service Level Agreements - Recording all events related to Major Incidents in SST - 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 Required 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 Required Skills: Computer literacy, Incident management, JIRA, TTS, SST, Technical troubleshooting, Hardware knowledge, Software knowledge, Network connectivity, Service orientation, Analytical skills, People management, Managerial skills, English language proficiency, Decision making Benefits: Paid Time Off, Paid Holidays, Medical, Dental & Vision Insurance Plans, Company Paid Life and AD&D Insurance, Nationwide Employee Discount Program, Full Training & Growth Opportunities, Professional and personal development – for the right person there is opportunity for the role to grow in responsibility