SummaryThe Service Support Specialist is responsible for managing table uptime and minimizing table downtime as much as possible by proactively dealing with different type of technical issues, following proper escalation path, notifying Licensees in a timely manner about issues occurred and tracking incidents in JIRA / TTS / SST systems, and testing the studio during critical situations.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 IncidentsEscalation of Major Incidents to the appropriate 2nd line support groupCoordination of all support activity throughout the duration of Major IncidentsProviding 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 SSTResponding 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 workshopsOther duties as assigned.
