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Lead Technical Services Engineer

Location: 

Pasay City, 00, PH, 1300

Requisition ID:  5181

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. 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 over 12,000 employees.

Work Location

Must be open to work from Pasay City or Clark

Role

Reporting to Senior Manager – Systems Strategy and Support, the Technical Services Engineer IV is responsible for leading a team of engineers in providing technical support to APAC systems customers with the resolution of support incidents and service request tickets. Acting as an overflow for the APAC Casino System Deliveries team, this role may be required to assist project teams with the delivery of system installations and/or upgrades remotely. The role will also act as a technical escalation point internally for the APAC Casino Systems delivery teams and APAC support teams as required.

This role and its team will be required to work closely with Product Management, research and development (R&D) teams in order to troubleshoot complex support issues, source code review and customer deliverables such as custom reporting.

Responsibilities

This role is responsible for the following tasks:

  • Lead a team of services engineers in resolving customer support tickets and requests for Advantage and Advantage Club systems, including performance management, goal setting and appraisals.
  • Custom Reports, customized solutions for Advantage and Advantage Club
  • Root cause analysis and code reviews where required
  • Assist R&D teams with proposed code changes to resolve identified defects where appropriate
  • Assist the APAC Casino Systems Delivery teams with the implementation of new installs or upgrades as an escalation point and support as required
  • Review emerging products and features and provide the delivery and support teams with relevant training and knowledge sharing. Provide feedback to R&D teams on improvements to product design and/or issues where appropriate.
  • Training on any new product as required

Qualifications

TECHNICAL COMPETENCIES

In depth knowledge and experience of the following technologies:

  • Programming Languages: C, C++, C#, Java - the ability to read and understand as well as develop and compile 
  • APIs: RESTful APIs, Web Socket Subscriptions with JSON payloads – preferably experience with implementing OAUTH2. Soap XML based APIs in a .NET environment – ability to read, understand and troubleshoot
  • SQL Server: SQL Server 2008 and above – in-depth exposure to T-SQL, stored procedures, SQL functions, system administration, query optimization / tuning and troubleshooting performance issues. SQL Server Reporting Services 2012 and above, report design and stored procedures, queries, dynamic layout
  • Storage: Including SAN, vSAN and backup solutions such as VEEAM, Unitrends and NAS backups
  • Virtualisation: Hypervisors including Microsoft’s Hyper-V and VMWare’s ESXi, replication, V-Motion, Fault Tolerance, High Availability. Experience provisioning, configuring and troubleshooting Windows Server 2012 and above
  • Active Directory: Experience with administering a domain environment including creation of Group Policy Objects, LDAP authentication, adding and removing objects from a domain
  • Message Bus: RabbitMQ and Redis including HAProxy, writing producer and consumer queues and data persistence.
  • Docker: Experience deploying and supporting docker containers in a Linux environment
  • HTML5 and CSS3 and web-app experience is highly desirable
  • PowerShell v5 and above is highly desirable

 

PERSONAL COMPETENCIES

  • Ability to lead effectively and inspire others to excellence
  • Ability to communicate effectively with non-technical staff and customers of cross-functional teams
  • Strong written, oral, and interpersonal skills
  • Highly self motivated
  • Ability to prioritise and execute tasks in a high-pressure environment
  • Ability to conduct research into software related issues
  • Ability to work independently and collaboratively in a team environment
  • Ability to work flexible hours when required and on-call on a rotation basis

Keys to Success

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

 

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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.