Technical Escalations Manager

Who We Are

What exactly do we do here at White Label Casinos? Well, that’s easy! We make white label casinos that players love. And that’s it! That’s literally our bread and butter. And we’re damn good at it.

By utilizing our all-in-one casino solution, we create online casinos for clients that stand out from the crowd. Because our casinos have flair, pizzaz, and the IT factor that players are looking for. Did we mention we’re modest?

By choosing to work with us, our clients' casinos come fully equipped with features that will set them up for success from day one. We are multi-licensed, so clients don’t have to worry about acquiring licenses on their own time or dime. All casinos come fully loaded with more than 7,500 hit games, and our team of 140+ iGaming specialists provide a range of managed services that help make operating a casino easy. 

Headquartered in Malta with staff all around the world, we have a diverse workforce of ambitious and hard-working weird and wonderful folk.

We are looking for a Technical Escalation Manager

Position Summary

The Technical Escalations Manager will act as the main point of contact for managing and resolving all technical issues and tasks related to the platform, raised by clients and internal operations. This role involves overseeing escalations, driving problem resolution, and ensuring the seamless operation of platform services by collaborating with various stakeholders. In addition, this role will manage platform-related projects, ensuring timely delivery and alignment with business requirements.

Key Responsibilities

Duties will include, but are not limited to:

• Escalation Management
• Act as the primary point of contact for all platform-related technical escalations from clients and internal teams.
• Diagnose, prioritize, and manage escalated issues, ensuring a quick and effective resolution.
• Coordinate with technical teams, including development, IT, and third-party vendors, to address and resolve platform-related issues.
• Monitor and track escalations through ticketing systems.
• Provide clients and internal stakeholders with regular updates on issue resolution progress.
• Oversee platform-related projects from initiation through to delivery, ensuring they meet scope, budget, and time constraints.
• Create project plans, manage timelines, and track project progress.
• Work closely with cross-functional teams, including product development, technical support, and operations to deliver high-quality solutions.
• Ensure platform upgrades, patches, and improvements are implemented without disrupting client services.
• Serve as the client’s technical point of contact for all platform-related issues, ensuring excellent service and communication.
• Participate in regular client meetings when needed by the AM, providing feedback on platform performance and project progress.
• Analyze recurring issues and implement preventative measures to reduce future escalations.
• Work closely with operations and client services teams to gather insights on potential platform improvements.
• Liaise with the development team to prioritize bug fixes and feature requests based on client needs and operational demands.

Requirements

• At least 3 years of experience within the iGaming industry or a similar fast-paced environment.
• Proven experience in Escalation Management and deep knowledge of Platform Architecture 
• Strong project management skills, with the ability to manage multiple initiatives simultaneously and meet deadlines.
  
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external stakeholders.
• Proactive and adaptable to a dynamic work environment.
• Coordination with cross-functional teams for aligned project objectives.
• Proficient in using Atlassian Jira, Admin BOs, CXM, CMS and Confluence for project documentation.
• Familiarity with project management tools like Monday.