Technical Manager, Online Gaming

• Ensure smooth operations of Solaire Online platform and server services (Slot, Studio, Stadium, and future products /applications). • Lead Technical team in support, maintenance, implementation and upgrading of servers, network hardware and software. • Guide Technical Support on support, trouble shoot and resolve issues promptly raised by Customer Service related to patron complaints, and technical errors. • Ensure Service Level Agreement are met by both IT Technical Team and partners for support resolution. • Work with Development Team on maintenance schedule for release upgrade, bug fixes and roll-out of new applications. • Continuous training and develop Technical Support knowledge base, and document process and learnings. • Communicate, coordinate, and assist internal IT (infrastructure & network), technology partner, game providers, service providers etc. with information for troubleshooting. Key Performance Indicator/Key Success Factors • Service Level Agreement (according to agreed turnaround time) • Ticket Management (incidents and support - open, closed tickets) • System Availability (uptime, planned and unplanned maintenance)