iLottery Operations Manager

The iLottery Operations Manager plays a key role in the daily operations, game releases, testing, and issue management for the iLottery program. This position acts as a subject matter expert for all system and technical aspects of the iLottery platform-both frontend and backend-and ensures the integrity, stability, and success of all operational activities. The ideal candidate thrives in a fast-paced, dynamic environment and excels in cross-functional collaboration and technical problem-solving.

Technical Operations

• Assists with conducting day-to-day technical operations for the iLottery program as directed
• Serves as subject matter expert for all system and technical aspects of the iLottery program (frontend and backend)
• Maintains integrity of entire iLottery platform by routine and thorough review of Test and Production environments across desktop and mobile applications
• Provides operational status updates on an ongoing basis for internal and customer stakeholders clearly communicating key milestones and status
• Interacts and communicates with a wide range of internal and external stakeholders including Product, Account Management, Compliance, Content Operations, Lottery and game studios to achieve project goals
• Maintain accurate and up-to-date technical and operational documentation, including configuration details, procedures, and system diagrams

Game Releases

• Owns managing all software releases or updates through to launch including online Draw games and eInstant games
• Manage the game launch schedule to progress the game through various stages including QA, game server configurations, UAT, approvals and launch
• Work with various internal and external stakeholders and third party game studios to launch games on time
• Communicates status to internal and external stakeholders on a regular basis

Issue Management

• Triages and manages issues including troubleshooting, logging, tracking, testing and status reporting.
• Will assume technical lead for production incident management through triage and issues resolution across technical operations teams in accordance with the Customer contract and SLAs.
• Manages incidents after hours and weekends, where applicable and in coordination with the site team.

Testing and Release Management

• Collaborates with and assists customer through entire User Acceptance Testing phase by management of environment configurations, timelines, defect tracking and resolution as well as serving as liaison between engineering support and customer
• Participate in testing of iLottery promotions as well as new eInstant game content
• Support release launch planning, communication, and customer signoff with all key stakeholders
• Assist with Development of documentation for each release phase inclusive of implementation plans, test plans, defect trackers and acceptance criteria
• Maintain all testing environments (customer and internal) through routine review and upgrades of testing equipment to ensure full functionality

Other

• Deliver on projects required to support program and operational efficiencies
• Create and maintain key operational reports and provide to lottery on a regular agreed upon basis
• Recommend and implement process improvements supported with documented Standard Operating procedures
• Coordinate with Customer Service teams to ensure timely communication and resolution of player impacting issues, system outages, and game updates
• Support and coordinate audits, by gathering required documentation, facilitating auditor access to systems and teams, and tracking findings through resolution

Position Requirements/Qualifications:

• Must be a self-starter and possess creative problem-solving skills
• Ability to adapt to fast paced environment with frequent changes
• Prior testing, mobile app development or web development experience
• Highly organized with ability to understand priorities
• On call 24/7 for production incident management support on a rotation schedule

Qualifications / Skills / Knowledge

Required

• 2 years of direct experience in customer facing roles required
• Strong technical skills with ability to resolve incidents
• Must have excellent communication and customer service skills and ability to maintain positive client relationships
• Must have excellent customer service skills and maintain positive client relationships
• Able to make quick decisions within established guidelines at critical times
• Ability to handle numerous tasks simultaneously while maintaining a sense of priority
• Superior ability to deliver (demonstrates a strong say/do ratio)

Desired

• Experience with iLottery platform programs including any of the following would be asset: CMS, OPS Back Office, Thor, reporting tools, JIRA, Zendesk and/or Smartsheets.