Technical Account Manager - Las Vegas

Responsibilities

The Systems Engineer IV (Technical Account Manager) is a senior technical authority responsible for the architecture, engineering, implementation, optimization, and strategic advancement of IGT's enterprise gaming solutions and infrastructure. This role serves as a recognized subject matter expert across multiple technology disciplines including IGT products, Casino floor communication, Windows and Linux operating systems, database technologies, virtualization, storage platforms, networking, cybersecurity, cloud technologies, automation frameworks, AI initiatives, and containerized environments.

Working independently and influencing cross-functional teams, the Technical Account Manager leads the most complex customer deployments, infrastructure modernization efforts, enterprise architecture initiatives, and critical production escalations. This role works closely with executive leadership, product management, software engineering, project management, compliance teams, and strategic customers to ensure highly available, secure, scalable, and supportable gaming environments.

The Technical Account Manager is expected to take ownership of complex technical outcomes from discovery through implementation, escalation, stabilization, and continuous improvement. This role establishes engineering standards, drives technology strategy, mentors engineering teams, champions automation and AI adoption, and serves as the accountable technical escalation resource for business-critical customer issues.

Strategic Technical Leadership

• Lead architecture reviews and technical governance activities.
• Own technical decisions, risks, dependencies, and corrective actions through resolution when initiatives span multiple teams, products, vendors, or infrastructure domains.

Enterprise Architecture & Solution Engineering

• Design secure, scalable, highly available customer environments across multiple jurisdictions.
• Lead technical discovery, architecture planning, capacity management, technical strategy and modernization initiatives.

Infrastructure & Platform Support

• Lead large-scale migrations, platform upgrades, and modernization initiatives.
• Develop infrastructure standards that improve system reliability and supportability.
• Provide final technical guidance on design, deployment, recovery, and stabilization approaches for high-impact customer environments.

Networking & Security

• Lead cybersecurity initiatives, vulnerability management programs, security hardening, and compliance assessments from an IGT recommendation perspective
• Support cybersecurity initiatives, security hardening, vulnerability remediation, SSL/TLS implementation, and identity management solutions.

Major Incident & Escalation Management

• Own corrective action plans through closure to improve platform stability, customer satisfaction, and long-term supportability.
• Provide executive-level communications during significant incidents and customer escalations.

Automation & Innovation

• Lead development of tools, frameworks, and reusable solutions including AI that reduce operational effort and improve service quality.
• Identify opportunities to improve deployment consistency, monitoring, observability, and support efficiency.

Customer & Executive Engagement

• Serve as a trusted technical advisor for strategic customers and executive stakeholders.
• Lead executive architecture reviews and technical strategy discussions.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field; or equivalent combination of education and experience.
• Minimum 10+ years of experience supporting enterprise infrastructure environments.
• Minimum 7+ years of experience leading technical implementations or infrastructure projects.
• Expert experience with but not limited to:
• Microsoft Windows Server
• Linux Platforms
• Microsoft SQL Server
• Enterprise networking
• Virtualization platforms
• Infrastructure troubleshooting and root cause analysis
• Disaster Recovery and High Availability Solutions

• Proven ability to influence technical strategy without direct authority.
• Exceptional written, verbal, and presentation skills.
• Ability to obtain and maintain gaming licenses and security clearances as required.
• Ability to travel up to 25% based on business needs.

Preferred Qualifications

Operating Systems

• Windows Server 2016/2019/2022/2025
• Red Hat Enterprise Linux, Rocky Linux, Ubuntu, or similar Linux distributions

Cloud & Container Technologies

• Docker / Podman
• Kubernetes
• Container orchestration platforms
• Hybrid cloud infrastructure concepts
• Microsoft Azure or AWS experience

IT Service Management

• ITIL Framework
• Change Management
• Problem Management
• Configuration Management (CMDB)
• Service Reliability Engineering Concepts

Automation & DevOps

• PowerShell
• Python
• Git
• CI/CD concepts
• Infrastructure as Code principles
• Ansible
• Terraform

Databases

• Microsoft SQL Server
• PostgreSQL
• MongoDB
• SQL High Availability and Disaster Recovery technologies
• T-SQL scripting and performance troubleshooting
• Replication Technologies

Virtualization & Storage

• VMware vSphere
• Microsoft Hyper-V
• Nutanix AHV
• SAN and NAS technologies
• Ceph or enterprise storage platforms

Networking

• Cisco, Juniper, Dell, Aruba, Brocade
• Firewalls and Network Security Technologies
• HAProxy, F5, A10, NGINX, OPNsense
• DNS, DHCP, VLANs, routing, switching, and load balancing

Special Requirements

• Ability to obtain and maintain all gaming licenses required by jurisdiction.
• Must be able to participate in 24/7/365 on-call rotation support as an escalation point of contact.
• Availability for after-hours support, major incident response, project cutovers, and strategic customer engagements.

Keys to Success

• Demonstrate enterprise-level technical leadership.
• Influence organizational strategy through technical expertise and sound judgment.
• Deliver scalable, secure, and supportable solutions that improve customer outcomes.
• Build strong relationships with customers, executives, product teams, and engineering organizations.
• Lead innovation while maintaining operational stability.
• Drive continuous improvement through automation, AI, standardization, and knowledge sharing.
• Develop future technical leaders through mentoring and coaching.
• Maintain professionalism and composure during critical customer, operational, and regulatory situations.