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Technical Supp Eng IV

Location: 

Las Vegas, NV, US, 89113

Requisition ID:  4126

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines and Lotteries to Interactive and Social Gaming. With operations in more than 100 countries and a team of over 12,000 employees, we deliver world-class gaming and lottery technology.

Overview

The successful candidate will join IGT’s operations team and have responsibility for providing support to the North American RGS organization.  Coordination of new markets and operator needs, troubleshooting post-delivery of game and platform software releases, upgrades and fixes.  Supporting our North American operator base and technology, you will work in close collaboration with cross-functional teams to ensure the on-time delivery of planned product rollouts, to support new jurisdictional and operator launches, and coordinate the resolution of all technical issues. 

Responsibilities

* Identifies and by working with internal stakeholders determines and manages the impact to customers of major rgs changes / releases.
* Documents, trains and communicates changes to rgs with focus on necessary process changes to Customers, Customer Service and RGS Product Specialists
* Identifies and documents operational procedures for new product deliveries
* Diagnoses highly complex technical issues and works with functional experts to resolve
* Investigates and resolves highly complex technical issues escalated from rgs Product Specialist team
* Conducts ‘integration service reviews’ with Tier 1 partners and:
* Identifies issues and required fixes
* Manages fixes to production deployment
* Makes recommendations of how to improve integrations
* Tracks and measures revenue impact of improvements
* Assists in Customer Service training, quality assessment and monitoring of rgs enquiries.
* Assists in RGS Product Specialist training and skill development
* Monitors trends and activity within the rgs system, making recommendations for changes where appropriate.
* Evaluates and recommends rgs system enhancements
* Participates in regular service reviews where detailed explanation of technical incidents is needed
* Manages complex Major Incidents to resolution

Qualifications

Education:

  • Bachelor's degree; an advanced degree is preferred.

* Heavily analytical with the ability to understand and develop complex process and analysis
* Extensive experience of system architecture, integrations and networking
* Able to easily communicate complex ideas and systems.
* Experience in documenting process and knowledge.
* Typically, has 2- to 5-years of casino operations experience plus a bias toward system knowledge
* Advanced Knowledge/Experience/Understanding of integration processes from the point of implementation/development phases to production roll-out
* Knowledge of desktop/mobile browser debugging and systems networking
* Knowledge and understanding of API (SOAP and REST Technologies) data exchange and XML reading highly desirable
* Able to communicate complex ideas in a logical and audience appropriate manner

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

 

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In addition to a competitive benefits package, we offer generous time-off plans, a 401(k) Savings Plan with Company contributions, tuition reimbursement, on-site fitness center and cafeteria, and free identity theft insurance to name a few.

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.

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