NGS System Support Engineer

Position Summary

*CANDIDATE SPONSORSHIP IS NOT AVALABLE FOR ROLE*

*CANDIDATE MUST RESIDE IN THE UNITED STATES, PREFERABLY RESIDING IN, EST/EASTERN OR CST/CENTAL TIME ZONES*

We are seeking a highly skilled and motivated NGS System Support Engineer to join our team. This individual will be responsible for providing ongoing support and maintenance of 24x7 real-time transaction processing platforms. The Operations Engineer will play a key role in ensuring the stability, performance, and reliability of the platform, performing troubleshooting, system monitoring, and process optimization. The ideal candidate will possess a blend of technical expertise, problem-solving capabilities, and strong communication skills to handle production support and work with cross-functional teams. We are looking for a dedicated, problem-solving-oriented Operations Engineer with a passion for ensuring system reliability and performance. If you thrive in a fast-paced environment and are excited about supporting critical transaction systems, we encourage you to apply!

Job Duties / Key Accountabilities

Primary Job Functions:

• Production Support: Provide Tier 1 and 2 production support for real-time transaction processing platforms, troubleshooting issues, managing system health, and coordinating with Tier 3 Support, development and QA teams for resolution. Support onsite during a 24x7 on call rotation to Scientific Games Lottery and Interactive based production systems. New system implementation including builds, system performance analysis, and integration testing. Provide onsite support during system implementations and system overhauls.
• System Monitoring & Maintenance: Continuously monitor system performance, including database health, server utilization, and transaction flow to ensure optimal uptime and reliability of the platform. Install and configure operating systems, and manage their lifecycles (Windows, Linux – Ubuntu, RedHat and Python). Schedule and Install Windows and Linux operating system patches. Manage SSL certificates.
• Automation & Scripting: Automate common tasks using Bash scripting, Ansible, and Python to improve operational efficiency and reduce manual intervention.
• Incident Management & Troubleshooting: Quickly diagnose and resolve issues related to system performance, database optimization, transaction failures, or server anomalies. Investigate root causes of problems and implement preventative measures. Monitor server performance to identify problems and adjust to improve performance.
• Collaboration with Cross-functional Teams: Work closely with other engineering and operations teams (e.g.Tier 3, UAT testers, QA, and developers) to resolve platform issues and implement enhancements. Provide technical documentation and detailed status updates to stakeholders. Liaison between Lottery customer operations and SG Development groups.
• Database Management: Perform routine database maintenance tasks (such as query optimization and backups) and troubleshoot PostgreSQL database-related issues.
• Performance Tuning: Identify areas of performance bottlenecks and implement tuning strategies to ensure the platform can scale to meet growing transaction volumes.
• Documentation & Reporting: Maintain clear and concise documentation for troubleshooting steps, platform configurations, and process automation. Prepare regular reports on system performance, incidents, and resolutions. Prepare Technical Documentation. Communicate technical incident details to business customers. Create, maintain, and update troubleshooting procedures, knowledge base articles, and technical bulletins.
• Handles user access and identity management tasks related to SAML-based SSO. This includes onboarding new users, granting or revoking access to specific applications or services, troubleshooting access-related issues, and ensuring that user identities are accurately synchronized and mapped between the identity provider and service providers to facilitate seamless and secure authentication.

Qualifications / Skills / Knowledge

Required:

Technical Expertise:

• Proficiency in Bash scripting and Ansible for automation and troubleshooting.
• Strong understanding of Ubuntu Linux, including system administration and configuration.
• Hands-on experience with PostgreSQL for database queries, optimization, and issue resolution.
• Competence in Python for scripting, debugging, and automation tasks.
• Knowledge and experience in working with infrastructure virtualization (VMWare) and Storage Area Networks (SAN).

Support Experience:

• Minimum 4 years of experience in a Tier 2 or similar technical support role.
• Proven ability to diagnose and resolve technical issues in a fast-paced, high-pressure environment.
• Problem-Solving:
• Analytical mindset with the ability to approach problems methodically and propose innovative solutions.
• Experience working with system logs, monitoring tools, and debugging processes.
• Demonstrated ability to work and prioritize with minimal direct supervision.

Communication:

• Excellent verbal and written communication skills for technical documentation and user interactions.
• Ability to explain complex technical concepts clearly to non-technical users.

Desired:

• Education: Associate degree in a related field of study required; bachelor's degree preferred
• Familiarity with cloud platforms (Private Cloud, AWS, GCP, or Azure).
• Knowledge of containerization tools (e.g., Docker) and orchestration platforms (e.g., Kubernetes).
• Experience with monitoring tools (e.g., Zabbix, Prometheus, New Relic or similar).
• Familiarity with Git and version control systems.
• Windows Server (2022) administrative experience
• Experience with Postgres, SQL Server, MySQL and/or Oracle
• Ability to create scripts in Python, Bash, Linux, PowerShell or other language
• Relevant certifications, such as Linux Professional Institute Certification (LPIC) or PostgreSQL certifications.
• Excellent system and network troubleshooting skills
• Hands-on experience implementing Windows and Linux Server based server architectures
• Experience in the lottery and gaming industry would be considered a strong asset.

Authority / Decision Making:

• This position has no financial decision-making authority.

Job Conditions:

• Work Environment: The role requires the support of a 24x7 production environment, which involves working during non-standard hours, including weekends and holidays.
• Location: Flexible or hybrid work options depending on company policies.

Qualifications

Education and Years of experience

• Associate degree in a related field of study required; bachelor's degree preferred or Minimum 4 years of experience in a Tier 2 or similar technical support role.