Service Manager

Company Description

If it’s iGaming, we know a thing or two. Light & Wonder’s digital team leads the global gaming market, providing jaw-dropping content and innovative software that powers the world's most successful online gaming providers.

Light & Wonder is the global leader in cross-platform games and entertainment. The company brings together 5,000 employees from six continents to connect content between land-based and digital channels with unmatched technology and distribution. Guided by a culture that values daring teamwork and creativity, Light & Wonder builds new worlds of play, developing game experiences loved by players around the globe. The company’s OpenGaming(tm) platform powers the largest digital-gaming network in the industry. Light & Wonder is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices. To learn more, visit lnw.com. 

Job Description

The Service Manager is responsible for the operation of all tables during the assigned shift.

Core duties:

• Ensuring that all tables are operating without interruptions and to a high quality.
• Identifying and resolving all real-time incidents on the gaming floor relating to all components of operations, including but not limited to hardware, software, network connectivity as well as human-related emergency cases.
• Identifying and resolving all game irregularities due to dealer mistakes, software issues, hardware issues or any other reason.

Essential duties:

• Resolving players’ disputes related to the actions of the dealer or any other event that could have affected the integrity of the game.
• Monitoring critical application functions and infrastructure components via the provided monitoring tools.
• Identifying, analyzing, logging in and escalating all alerts as necessary
• Work with internal systems (JIRA, Confluence, etc.)
• Recording all events related to major incidents and producing post-resolution incident reports.
• Manage ad-hoc situations which may occur on the shift in an appropriate manner to still be able to deliver all products.
• Ad-hoc retraining for MMM (many mistakes makers).
• Assisting during scheduled and unscheduled maintenance.
• Evacuation, Fire warden and First Aid Training.
• Helping Team Leaders to record and conduct Evaluations for Game Presenters.
• Monitoring all relevant channels for notification messages, act accordingly and contact responsible persons when necessary.
• Execution of a full-check cycle on existing and new studio tables on all devices, detailed logging.
• Ensuring all Policies and Procedures are up-to-date with the latest information issued by high-level management.

Qualifications

This role is on a shift basis-based Monday to Sunday with Sunrise, Days and Swing shifts.

Previous Gaming Studio or Casino experience is preferred.

What we offer:

• Full-time hours.
• Competitive salary.
• Challenging work, with award-winning products, in a dynamic, international team.
• Medical, Dental, and Vision insurance.
• 401k after 45 days of employment.
• Professional and personal development.
• Opportunities to progress within the company.
• Company incentives.

Additional Information

Light & Wonder and its affiliates are engaged in highly regulated gaming and lottery businesses. As a result, certain Light & Wonder employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 
L&W is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information, please click on this link: EEO Poster

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.

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