POSITION OVERVIEW
The IT Operations (ITO) department is responsible for all Network, IT Infrastructure, Systems, and Support services.
This group of highly skilled and technical individuals plays a vital role in ensuring business success through product and service management, provisioning, and maintaining the availability of these always-on services.
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IT Operations Support (ITOS) focuses on maintaining agreed service levels, and availability, developing support systems and tools, applying expert knowledge, and processes including event management, incident management, and cause analysis.
As an IT Operations Support Specialist, you will oversee incidents, and monitoring events, making sure they are quickly identified, logged, communicated, and appropriately managed, using known resolution procedures, investigative work, and any necessary escalation. You will work as a team developing support processes and systems, and build expertise in, and support material for, the diverse and modern applications used by the company.
You will work closely with the rest of IT Operations, Product Development, and various business stakeholders on a day-to-day basis.
RESPONSIBILITIES
- Provide comprehensive IT support for the efficient resolution of incidents, and the overall improvement of the management of IT services.
- Triage multiple incoming events, acknowledge, interpret, prioritize, document, investigate, manage them.
- Take ownership of incidents and ensure they are managed, services are restored and the incident is resolved.
- Provide technical guidance and assistance to the rest of the ITO and Development teams in incidents.
- Design and rollout a comprehensive set of monitoring and alerting solutions, together with related event management guidelines.
- Establish and document service processes, standard operating procedures, and technical howto's for both proactive prevention and incident mitigation.
- Assist in rolling out supporting Service Management tools (i.e. JIRA projects and workflows).
- Conduct Cause Analysis on major and recurring incidents, driving the prevention and impact mitigation activities for possible future recurrences of incidents.
- Execute action items including continuous improvement and problem management tasks, operational acceptance testing, and monitor configuration.
- Assist in ensuring Operational Readiness of all key services, and products.
- Execute product and service changes in Production.
REQUIREMENTS
- Computer Science degree or technical certificate with four or more years of technical support experience, or comparable training with technical support experience.
- Excellent English and Chinese communication skills, both verbal and written.
- Positive attitude.
- Strong analytical capabilities.
- Strong understanding and familiarity with supporting a broad spectrum of applications, and systems, including (but not limited to) Java-based applications, NoSQL and SQL databases, Linux/Windows, middleware, Web servers, HTTP, and CDN.
- Strong understanding of IT Service Management, including Event Management, and monitoring, Incident Management, Knowledge Management.
- Ability to learn new systems, create documentation, and share knowledge.
- Ability to quickly analyze issues and determine possible causes, and to identify appropriate solutions or escalation paths.
- Ability to develop support tools in one or more scripting/programming languages. i.e., Bash, Perl, Python, etc.
- Has initiative, detail-oriented, highly organized, and quick to adapt to changes.
- Ability to work on a rotational shift basis, on weekends, and outside of typical business hours.
DESIRABLE SKILLS/QUALIFICATIONS
- Experience in a technology support organization.
- ITIL® Foundation certification.
職務說明：
The IT Operations (ITO) 部門負責管理所有網路、IT建設、系統及支援服務.
這個小組藉著熟練的技術通過產品和服務管理，配置以及維護這些always-on服務的可用性，在確保業務成功方面發揮著至關重要的作用。
IT Operations Support (ITOS) 側重於維護商定的服務級別和可用性，開發支持系統和工具，應用專家知識以及流程，包括事件管理，事件管理和原因分析。
作為IT Operations Engineer，您將監督事件並監控事件，確保使用已知的解決程序，調查工作和任何必要的升級來快速識別，記錄，溝通和適當管理事件。您將作為一個團隊開發支援流程和系統，並為公司使用的各種現代應用程序構建專業知識並支援所需之材料。您將與日常的IT Operations，產品開發和各種業務利益相關者密切合作。
職務內容
- 分類多個傳入事件，確認，解釋，確定優先級，記錄，調查和管理它們。
- 獲取事件的所有權並確保它們得到管理，服務得以恢復並且事件得到解決。
- 為事故中的其他ITO和開發團隊提供技術指導和幫助。
- 設計並推出一整套監控和警報解決方案，以及相關的事件管理指南。
- 建立並記錄主動預防和事件緩解的服務流程，標準操作程序和技術方法。
- 協助推出支持服務管理工具（即JIRA項目和工作流程）。
- 對重大事件和經常性事件進行原因分析，推動預防和影響緩解活動，以防止事件再次發生。
- 執行操作項目，包括持續改進和問題管理任務，操作驗收測試
- 和監控工具之配置。
- 協助確保所有關鍵服務和產品的運營準備。
- 在正式環境中執行產品和服務更改。
Company Overview 公司簡介
Genesis Gaming is a key supplier of premium slot contents for the most prominent manufacturers and operators.
捷思遊戲為電子機率遊戲開發商，合作夥伴包含多家業界知名運營以及供應商。
Since our inception in 2008, Genesis Gaming has been supplying quality video slot content to the global leaders of the gaming industry, with world class studios experienced in developing for any platform.
自2008 年創立以來，捷思遊戲已持續向全球電子機率遊戲產業領導者提供了許多優質的產品。 在全球多處皆設有辦公室，除網羅各國人材外，並擁有為各式平臺開發遊戲的豐富經驗。
- Land-based and online slot contents
- Outstanding game performance
- Flexible engineering
- Unity 3D & HTML5 game development
- 200+ games produced
- New games every month!
- 實體、網路和點數電子機率遊戲產品
- 流暢的遊戲畫面
- 可適應各平臺的的後台架構
- Unity3D 和 HTML5 遊戲開發能力
- 研發超過 200 款遊戲
- 每月都有新品上市！
We take pride in harnessing resources via strategically stationed studios around the world, unlocking expertise and skills unique to each region:
Vancouver - Known for a buzzing tech startup scene, the Vancouver office’s talent pool is rich with expertise from the area's major gaming studios.
Las Vegas - Stationed in the city that started it all, the Las Vegas studio is on the cutting edge of the latest trends in gaming.
Taipei - Nestled in the heart of Asia, the Taipei office expertly tailors thematic elements and art styles to appeal to the booming Asian market.
我們在全球多處皆設有辦公室，以此策略性地獲取各地區的專業人才和資源。
溫哥華 — 著名的遊戲及科技創業區，溫哥華的分公司享有該地區豐富專業人才資源。
拉斯維加斯 — 業界的發源地。拉斯維加斯的分公司不僅生產遊戲，同時是最新遊戲趨勢的觀察站。
臺北 —位於亞洲中心的臺北辦公室，擁有為亞洲量身定做遊戲風格和主題的能力，從而迎合蓬勃發展的亞洲市場。
主要商品/服務項目
Our Expertise
Genesis Gaming champions experience, creativity, and technology to deliver exceptional games at world-class standard. With 9+ years of slot game development experience, Genesis Gaming utilizes tried and true land-based casino standards while embracing innovation and new technology to stay ahead of the curve.
Proven Performance
With a library of 200+ games, Genesis Gaming is known for providing casino gaming content that maximizes revenue for its clients.
Partner-Friendly
You will find partnership with Genesis Gaming to be an easy process with seamless integration across all major platforms customizable for each unique operator. Our global customer support teams work in your time zone to provide the quickest response to your needs. The range of our existing partnership also brings value to every new relationship.
我們的專業
捷思遊戲在經驗、創新和技術方面都是業界的佼佼者，所開發的優質遊戲符合國際認證的一流標準。我們擁有超過9年的電子機率遊戲開發經驗，品質經得起實體及線上運營商長年運作的考驗，同時我們也不斷精進創新技術，讓捷思遊戲始終處於領先地位。
表現有口皆碑
捷思遊戲至今已開發超過200款遊戲，我們的電子機率遊戲以能夠為客戶創造最大利益而聞名。
最有力的合作夥伴
您會發現與捷思遊戲的合作過程輕鬆順暢，因為我們能無縫與各平臺介接，並為每一個的運營及開發商量身訂做產品。捷思的全球客戶服務團隊可依照您的時區時間，以最快的速度回應你的需求。除此之外我們既有的合作夥伴，都將為你創造更多價值。
經營理念
Our vision is to be the game supplier that best understands and satisfies the product, service and needs of operators – globally. Our mission is to deliver superior, measurable value to our clients through providing the most innovative, adaptive and technologically advanced products and solutions.
我們的願景是成為最了解業界脈動，並能夠滿足運營商所有對產品及服務需求的國際遊戲開發商。我們的使命是提供最具適應性、創新及技術領先的產品和解決方案，為我們的客戶提供卓越，可量化的價值。
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