Location:
Austin, TX, US, 78727
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Requisition ID: 19098
IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences—powered by world‑class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.
Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to costumers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - www.igt.com.
Responsibilities
Provides Tier II Network Operations Center (NOC) support for internal and external customers, responding to alerts, incidents, and service requests while escalating critical issues to Engineering, Development, and Management teams as required.
Monitors network, server, application, and infrastructure health using enterprise monitoring tools to ensure maximum system availability, performance, and reliability.
Performs incident triage, fault isolation, root cause analysis, and troubleshooting of complex network, system, and application issues across production environments.
Manages incidents throughout the full lifecycle, from detection and investigation through resolution, validation, and post-incident documentation.
Ensures all incidents and service requests are handled in accordance with established operational procedures, escalation matrices, and Service Level Agreements (SLAs).
Coordinates and tracks high-priority incidents (P1/P2), providing timely status updates to customers, vendors, and internal stakeholders while driving resolution efforts.
Serves as the primary communication bridge between customers, vendors, development teams, and infrastructure engineers during service disruptions and outage events.
Utilizes log analysis, monitoring dashboards, and diagnostic tools to identify trends, mitigate risks, and proactively prevent service-impacting events.
Executes operational procedures, scripted tasks, and server-level administrative functions to maintain system performance and operational continuity.
Monitors scheduled maintenance activities, software deployments, and infrastructure changes to minimize customer impact and ensure successful implementation.
Maintains detailed incident records, outage reports, escalation timelines, and operational documentation within enterprise ticketing systems.
Develops and maintains knowledge base articles, runbooks, standard operating procedures (SOPs), and troubleshooting documentation to improve operational efficiency and reduce mean time to resolution (MTTR).
Analyzes incident metrics and customer feedback to identify recurring issues, improve monitoring effectiveness, and enhance overall service delivery.
Participates in on-call rotations, outage management, disaster recovery activities, and continuous improvement initiatives to support 24x7 operations.
Maintains technical proficiency through ongoing training in network technologies, operating systems, monitoring platforms, and operational best practices.
Work hours will be Sunday- Thursday 2pm - 10:30pm PST.
Location: Las Vegas, NV, Reno, NV, Chicago, IL, Austin, TX
Work schedule: Hybrid
Qualifications
Bachelor's Degree in Information Technology or a combination of education and equivalent work experience in a related field required.
Ability to obtain and maintain gaming license(s), as required
1-2 years of experience in a network operation center / technical support environment.
Experience troubleshooting routers\switches.
Experience working with ISP vendors.
Proficient knowledge of Windows applications and operating systems.
Basic networking and PC knowledge.
Knowledge of server hardware, peripherals, and management systems.
Knowledge of networking devices, including switches and routers.
Knowledge of network, systems, and IT infrastructure management systems.
Some experience with network monitoring tools.
Experience with CRM platforms.
Keys to Success
- Building collaborative relationships
- Decision making
- Drive results
- Foster innovation
- Personal energy
- Self-leadership
IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their for applying; however, only those selected to interview will be contacted.
At IGT, we consider a wide range of factors in determining compensation, including skills, experience, education, and geographic location. These factors may result in variation in starting pay. The estimated starting compensation range for this role is $59,000 – $62,400 USD, based on a good-faith assessment at the time of posting. Actual compensation may vary. IGT complies with all applicable pay transparency and compensation laws and collective bargaining agreements, where applicable.
Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.
IGT is the global leader in gaming. For more information, please visit www.igt.com.
