{"id":2503780,"url":"https://alion.io/job/softconstruct-leading-it-support-specialist","title":"Leading IT Support Specialist","company":{"id":57202,"name":"SoftConstruct","domain":"softconstruct.com","url":"https://alion.io/company/softconstruct","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"PeopleForce","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-14T06:59:45Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-20T04:02:46Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Are you GAME to JOIN US and be our new Leading IT Support Specialist?\nSoftConstruct is on a search for a new player to join our team.\nResponsibilities\nManage and optimize the technical support lifecycle across all African regional hubs, ensuring incidents are resolved within defined SLAs\nServe as the primary technical bridge between local teams and HQ. Ensure that technical updates, security protocols, and infrastructure changes from HQ are effectively implemented and understood at the regional level\nLead the resolution of critical production incidents, serving as an escalation point for complex technical issues affecting platform availability or user experience\nDevelop and maintain a centralized repository of technical documentation, troubleshooting guides, and Standard Operating Procedures (SOPs) to foster consistency across regions\nMonitor regional IT health, including server uptime, network connectivity, and deployment stability, proactively addressing issues before they impact business operations\nLead, coach, and manage a team of local technical support staff, fostering a culture of technical excellence and proactive problem-solving\nProvide regular performance reports to management regarding system stability and support metrics. Act as the feedback loop, relaying regional operational challenges to HQ to drive platform improvements\nRequirements\nAt least 5 years in a technical support leadership or IT operations management role. Prior experience in the iGaming, gambling, or high-volume transactional industries is highly preferred\nBachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)\nStrong background in IT Service Management (ITSM) tools and incident management frameworks (e.g., Jira Service Management, ServiceNow)\nHands-on experience with monitoring and observability tools (e.g., Datadog, Grafana, ELK stack)\nSolid understanding of network architecture, cloud operations, and security best practices\nProven ability to manage operations across different time zones and cultural contexts. You excel at maintaining alignment between distributed teams\nDemonstrated ability to remain composed and effective during high-pressure outages or critical security incidents\nStrong ability to analyze support data, identify recurring technical patterns, and propose long-term systemic fixes\nExcellent interpersonal skills with the ability to communicate technical status clearly to both internal engineering teams and executive management at HQ\nKnowledge of the English language is required, and knowledge of any additional language is an advantage\nDo you like to learn hard, work hard, and play hard?\nDo you imagine better things, technologies, and the future?\nIf you answered “Yes” to at least two of these questions, then we might be a great fit for you.","description_format":"text","description_chars":2834,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["PC Games"],"lifecycle":[{"event":"open","at":"2026-10-14T06:59:45Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":38,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/softconstruct-leading-it-support-specialist","json_url":"https://alion.io/job/softconstruct-leading-it-support-specialist.json","meta":{"generated_at":"2026-10-20T05:00:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5527,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":57202},"rest":"https://alion.io/mcp/rest/get_company?id=57202"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsoftconstruct-leading-it-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsoftconstruct-leading-it-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsoftconstruct-leading-it-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/softconstruct-leading-it-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsoftconstruct-leading-it-support-specialist"}]}