Internship Opportunity


Senior Incident Support Specialist (Full-time, PERMANENT)

Ontario Lottery & Gaming Corporation
Number of Positions:
Application Deadline:
May 31, 2022
Start Date:
Jun 06, 2022
End Date:
Jun 02, 2023

Job Description:

GAME ON – OLG needs you
We’ve said GAME ON, and we mean it! Massive change is afoot in the gaming industry and beyond. Are you interested in being empowered to seize opportunities for growth; to be a part of a bold transformation to take customer success to a new level? OLG is striving to be a gaming market leader and first choice for

We are ready to take this game to the next level and need a passionate Senior Incident Support Specialist to execute the day-to-day delivery of the Incident Support Desk focused on the handling of user issues, system issues and service provider incidents. The role provides exceptional customer service and experience by acting as the point of contact for users seeking assistance on issues related to system issues and service provider incidents. The role participates in Data Centre activities (checklists,monitoring) and the role investigates incidents, provides troubleshooting expertise and resolves or escalates issues as they arise in a 24/7 shift work rotation.


Reporting to the Manager Incident Management, Data Centre, you will be empowered to:

  • Execute the day-to-day delivery of the Incident Support services (e.g. Prioritizing Issues, and Technical Troubleshooting), including delivering services to ensure uptime and player continuity and satisfaction.
  • Investigate systems issues, performing support and resolution activities.
  • Support the incident and problem management processes for new and existing initiatives, products and services projects.
  • Support the development, implementation and adherence to service standards (e.g. incident troubleshooting/ resolution, escalation), including providing related reporting to ensure traceability and transparency.
  • Log, review and investigate service desk tickets to ensure services are meeting the predefined service level agreement (SLAs) targets including escalating issues as necessary to ensure timely resolution and customer satisfaction
  • Document incident response, including updating ticket information on how the incident support team is troubleshooting and resolving issues to ensure consistent quality of services.
  • Assist in root-cause analysis, solution research and development for new and unknown service issues to resolve issues in a timely manner
  • Classify and elevate incidents as per OLG Service Classification requirements, including escalating incidents to the Senior or appropriate groups (as required) in a timely manner to improve time to resolution
  • Identify possible improvement opportunities for Service Desk support services in order to improve efficiency metrics
  • Monitor the Cloud environment for issues and alarms.

The role works in in the Data Centre and has a close partnership with Enterprise Engineering, Application Support and other OLG partners and stakeholders to deliver on the role accountabilities.
The role may also interact with Technology External Vendors and 3rd party or contracted services as required to resolve issues within accountable area.
Work experience: Minimum of three (3) years’ experience in progressively advancing roles within Technology or related function. Minimum of one (1) years’ experience in Service Desk Support, or NOC support. Proficient in five (5) of the above primary knowledge competency areas as listed above. Providing Subject Matter Expertise and/or guidance to the team.
Education: Post-secondary degree, preferably in information systems, business administration and/or project management discipline, or an equivalent combination of education, training and experience
Primary knowledge around: PC/Workstation Software. PC/Workstation Hardware. Mobile Hardware and software. Technical Troubleshooting. Technology Systems Management. Help Desk. Technology Incident Management. Problem Management. Technology Service Improvement. Cloud Infrastructure and Networking. Adobe Experience Manager. Adobe Campaign Manager. 3rd Party Vendor relationship
Negotiation and Influence: ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships
Strategic Thinker: strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions
Collaboration & fun: inclusive and collaborative work style while creating fun and excitement in our work
Integrity and trust: do what's right and operate with transparency and openness


Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
Flexible Work Environment: to help balance both work and life
You Matter: family friendly work practices and remote work
Freedom to Innovate: supports new and better ways to be successful
Be your Authentic Self: environment that values diversity as a source of strength
Learning Galore: 24-7 access to robust online learning programs 
Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
Variable Pay Program: performance-based incentives to share in our success

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including remote work.

Equity, diversity, and inclusion are essential elements of our culture, the cornerstone to our values of respect, integrity, stewardship, and excellence. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at   

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Employer Question 1:

Are you legally eligible to work in Canada for the entire duration of this internship?

Employer Question 2:

Do you have minimum of one (1) year experience in Service Desk Support, or NOC support? Please specify:

Employer Question 3:

Do you have experience in Technical Troubleshooting & Incident Management - L1 & L2 Support, Cloud Infrastructure and Networking? Please specify: