Product Support Representative

Location:

Hyderabad, IN, 500 081

Requisition ID: 16913

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.

Main Job Tasks and Responsibilities:

A Production Support team plays a crucial role in maintaining the stability and efficiency of business operations.
Job Responsibilities:

1. Monitoring and Maintenance:
• Proactively monitor system performance and ensure the availability and reliability of
production systems. Hands on experience in Nagios, ELK, Dynatrace, OP5, Grafana or
acquaintance to other monitoring tools.
• Perform routine maintenance tasks to prevent system issues.

2. Issue Resolution:
• Troubleshoot and resolve system and application issues promptly.
• Coordinate with various teams to analyze root causes and implement efficient
solutions

3. Incident Management:
• Manage and resolve incident tickets related to production issues, and file
transmission issues.
• Handling of bridge calls for Sev1 and Sev2 issues
• Ensure compliance with predefined Service Level Agreements (SLAs). Understanding
for SLA’s.
• Working experience on ticketing system like Jira, salesforce or other ticketing systems

4. Collaboration:
• Work closely with cross-functional teams to resolve infrastructure-related problems.
• Maintain good relationships with other technology teams and external vendors

5. Documentation and Reporting:
• Document all issues and their resolutions for future reference.
• Generate reports on system performance and incidents.
• Prepare Incident reports for customer

Requirements:

Technical Proficiency:
• Basic skills of Unix/Linux
• Understanding of SQL queries
• File transfers

Problem-Solving:
• Strong analytical skills to diagnose and resolve issues effectively.
• Ability to bring reported problems to successful resolution
• Multi-tasking as per operations requirement

Communication:
• Excellent communication skills to interact with team members and stakeholders.
• Ability to explain technical issues to non-technical users.

Adaptability:
• Willing to work 24x7 in shifts
• Ready to work on holidays as we support 24X7 365 days
• Ability to adapt to changing technologies and processes

Qualification:

• Bachelor’s degree or equivalent experience (Btech Preferred)
• You will have proficient use of MS office
• Expert level of English language is crucial to this position
• Knowledge of customer service principles and practices

Education:

Bachelor’s degree or equivalent (Btech Preferred)

Keys to Success

Excellent verbal and written communication skills
Listening skills
Problem analysis and problem solving
Customer Service Orientation
Organizational skills
Attention to detail
Judgment
Adaptability
Teamwork
Stress tolerance
Resilience

#LI-YG1

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

All IGT employees have a role in information security. Annual training will be assigned and required as appropriate.

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.