Job Description

* Oversee the IT Incident, Request and Escalation processes to ensure high levels of performance, maintain accurate reporting procedures and establish action items for service improvement when required * Take ownership of major Oversee the IT Incident, Request and Escalation processes to ensure high levels of performance, maintain accurate reporting procedures and establish action items for service improvement when required Take ownership of major IT incidents and support tickets, coordinate between different parties for resolution, maintain effective communication to stakeholders and drive post incident reviews Champion continuous high levels of IT service and support in projects by developing a strong understanding of how projects may impact service areas, and planning measures to minimize such impact Uphold the quality of IT service and performance by understanding future demand from business growth and projects, and factor in such changes into capacity plans for all associated systems Manage vendor performance through service level management Lead the support teams to continually improve the end user experience and customer satisfaction Establish and maintain project score cards Support audit and compliance related activities Job Requirements Degree in Computer Science, Information Technology or other relevant fields At least 5 years of experience in IT service management or support roles in large scale organizations with diverse IT systems Experience in Consulting or System Integrator roles Experience in managing 3rd parties and 3rd party delivered services Excellent leadership and people management skills Analytical and strong in managing resources to successfully handle multiple deliverables on hand Possess excellent verbal and written communication skills to work effectively with stakeholders at various levels in the organization Technical experience or prior exposure to gaming management system, customer relationship management (CRM) systems, digital signage or inventory systems is advantageous