EMEA RGS Svc Ops Spec
The EMEA RGS Service Operations Specialist role involves identifying and managing the impact of major Remote Game Server (RGS) changes and releases on customers, in collaboration with internal stakeholders.
This position requires documenting, training, and communicating RGS changes, focusing on necessary process adjustments for customers, customer service teams, and RGS Product Specialists. It also involves identifying and documenting operational procedures for new product deliveries.
The specialist will diagnose highly complex technical issues, working with functional experts to resolve them, and investigate and resolve escalated technical issues from the RGS Product Specialist team. Additionally, the role includes conducting integration service reviews with Tier 1 partners to identify issues, manage fixes for production deployment, and make recommendations for integration improvements, while tracking and measuring the revenue impact of these improvements.
- Identifies and by working with internal stakeholders determines and manages the impact to customers of major RGS changes / releases.
- Documents, trains and communicates changes to RGS with focus on necessary process changes to Customers, Customer Service and RGS Product Specialists.
- Identifies and documents operational procedures for new product deliveries.
- Diagnoses highly complex technical issues and works with functional experts to resolve them.
- Investigates and resolves highly complex technical issues escalated from RGS Product Specialist team.
- Conducts integration service reviews with Tier 1 partners.
- Identifies issues and required fixes.
- Manages fixes to production deployment.
- Makes recommendations of how to improve integrations.
- Tracks and measures revenue impact of improvement.
- Heavily analytical with the ability to understand and develop complex process and analysis (required).
- Extensive experience of system architecture, integrations and networking (required).
- Able to easily communicate complex ideas and systems (required).
- Experience in documenting process and knowledge (required).
- Typically, has 2- to 5-years of casino operations experience plus a bias toward system knowledge (required).
- Advanced Knowledge/Experience/Understanding of integration processes from the point of implementation/development phases to production roll-out (required).
- Knowledge of desktop/mobile browser debugging and systems networking (required).
- Knowledge and understanding of API (SOAP and REST Technologies) data exchange and XML reading highly desirable (preferred).
- Able to communicate complex ideas in a logical and audience appropriate manner (required).
- Able to pass a Security Background Investigation (required).
International Game Technology (IGT) is a global gaming company best known for designing and manufacturing slot machines, casino systems and digital gaming content. Founded in 1975 and long headquartered in Las Vegas, with major operations in Rome and Providence, it has been one of the largest gaming-machine and lottery suppliers in the world. In 2025 the group's lottery business was renamed Brightstar Lottery, while IGT's gaming and digital division was acquired by Apollo Global Management and combined with Everi, continuing to trade under the IGT brand. The company supplies land-based and online casino games to operators across the globe.