Technical Support Manager Job ID: 78
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Job Details:
Technical Support Manager The Company Our Client has developed an all-inclusive gaming platform that offers web publishing, account management and payment processing, as well as a range of pay-to-play games and bingo features. This company has remained at the forefront of innovation within the industry for a number of years, winning numerous industry awards. Purpose of Role We are looking for a sharp and motivated individual to be part of the management. This position is to be located in Malta. The person chosen will be responsible for all Technical Support requirements around the live (production and pre-production) operating Gaming environments, including management and responsibility of the 24x7 NOC team. The main duties will include: · Line management of the 24x7 NOC team, including processes around recruitment, induction, reviews and appraisals · Technical escalation for the NOC in matters pertinent to system and application issues (including providing on-call support) · Responsible for Technical Incident Management, ensuring adherence to set KPIs for response and resolution of customer tickets · Maintain an excellent relationship with the 1st line Customer Support · Communicate with the developers and QAs regarding application issues in a view to get these resolved in a timely fashion (short- and long- term) · Coordinate live software releases from the operational perspective, liaising with Development Managers, ensuring the right resources are available as required · Ensure suitable policies, process documentation, knowledgebases, as well as helpdesk tools, are created and maintained for the NOC · Report to the Director and to the Group Board with KPIs on site uptime, performance, incidents and other ongoing issues · Participate with the GNL management team in strategy discussions in various fora within the Company Group Skills and Experience The Technical Support Manager must possess a unique mix of excellent technical troubleshooting skills and first-rate managerial abilities. He must also have exceptional communication and report writing skills. He must be willing to take responsibility and own the technical support sphere within The Company, with all that this entails. The individual should also: · Possess a Bachelor’s degree in IT / Engineering or a related technical area · Have a proven track record in people management · Be well versed in Linux system administration including scripting skills · Have a sound knowledge of networking and security infrastructure · Possess a clear understanding of n-tier technologies · Database administration Desirable skills include: · Experience within the iGaming industry, preferably within the Technical Operations or Support areas · Expertise in application frameworks such as JBOSS, Terracotta, ActiveMQ · Virtualisation and Cloud architectures If you are interested or know of someone that could be, kindly forward your CV in a word format to Krista Psaila on [email protected] or call on +356 27 204 518 for further information. |
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Country: Malta Region: Any Region |
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