Steve Cutajar

Official title - same duties as mentioned before albeit regularly included in main projects, new product launches discussions and document adaptations.

Whilst I don't consider myself as a developer/expert further works in JavaScript using GQL schema, VsCode, GitHub and AI was accomplished in order to streamline our work and aid other teams in modifying/copying configs across different environments as well as manipulating data to be more efficient and deliver faster results (ex. cutting configuration tasks from 4 hours to less than 30 minutes, migrating full configuration setups from one environment to another in a 2 hour 4 men team operation).

Greater focus in providing key assistance to team is accomplished, offering:

• daily optional morning calls to discuss any potential issues encountered (which can be auto requested through slack bot)
• weekly team calls discussing internal improvement tickets (think of this as a show 'n' tell approach)
• weekly 1-to-1
• reporting to manager on a weekly basis
• working closely with Product Owners (experimenting with features and trying things out first hand), Devs (offloading them from having to discuss directly with partners themselves by onboarding their knowledge and documenting for repeated process), C-level (strategising yearly roadmaps, assisting in pilot products, brainstorm on what functions we can onboard from other teams), Technical Writer (providing hands on info when it comes to putting words into practice)

Here we aim to onboard new partners swiftly by guiding them through refined processes. My first task was to create and upkeep a standard on how partner projects are structured. This then paved the way for teams to organize their work by giving Project Managers a clear and easy to follow road map of what's needed.

This process was then expanded to: adding internal and external documentation (including written and video), further understanding of our products, building Postman library (that gives anyone the ability to explore our GQL schema under 5 minutes), providing knowledge to my team and be the go to person when it comes to brand configurations, altered processes to mitigate existing/new/potential partners whilst still maintaining structure, created scripts to facilitate Integration team and help cut configuration, JIRA creation and upkeep workflows specifically for each of the 20+ Issue Types, maintaining internal and external knowledge bases, constant collaboration with teams especially Project Management, motivating and creating a framework for my team to keep improving on documentation, handing over of tasks once brand reaches Go Live status.

A lot of daily interaction revolved around Product Owners and Account Managers. One had to keep focus on current projects and merchants whilst keeping the overall picture in mind. The iGaming's sector pace is enticing to say the least!

Role included: aligning with Product for future developments or expansion of current product(s); analyzing key deliverables and how they are to be implemented both from an API and UX perspective; in charge of creating and maintaining main reference documentation that will be used by merchants (ex. 200+ PNP Brands all had access to Trustly Pay N Play Integration Document); assisting team members in their day-to-day work; ensuring that new integration cases are assigned in a timely manner; main go-to person for any integration-related queries, meeting requests, and escalations; working with key stakeholders to find ways to improve team work and function; monitoring key KPIs within the team; focus on streamlining Direct Merchant Integrations as well as PSP setups; being involved in the recruitment process; responsible for the continuous development of each team member.

• Directing merchants through projects that assist them in integrating with tried and tested guidelines.
• Main focus is on iGaming companies, supplying not only basic Payins/Payouts but also more advanced solutions including Pay n Play flows.
• Perform thorough application testing; convert tasks into processes and improve on them.
• Key person when it comes to creating detailed technical documentation. Ensure the data provided can be followed by the correct audience but at the same time can be used as reference for commercial circumstances without needing to go into intricate detail.
• Assist PSPs in connecting correctly within our systems and assist all parties involved when key challenges are encountered.
• Provide training to staff about our Technical flows starting from basic API principles, explaining background behaviour of systems and finally translating that info to what the user and operator experience.

In a nutshell this role funnelled various teams and departments together to ensure Service Management goals are met and kept. Meetings were regularly held between AMs, POs and other key members to assist in delivering correct service both internally and externally.

This role entailed various responsibilities revolving around the iGaming system such as: confirm correct delivery of product upon release (UAT); troubleshoot key Application issues; ensuring Quality of Service delivered to operator by actively monitoring various systems (average response times, DB execution times, Disk I/Os, DDOS etc.); SQL – data gathering; general system checks and investigations – via PRTG, PagerDuty, Kibana (Elastic Search), Event Viewer, Kestrel/IIS/App. Logs, SQL Error analysis; track each incident to monitor overall system Uptime across all operators; report MTST operator related incidents to MGA; procedural training to new recruits; Confluence Material Creation/Upkeep; mitigate Tasks and Investigations with POs; work hand in hand with Scrums to improve/initiate key procedures; incident Reports; direct communication with Operators, both CS and Management.

Monitoring various aspects of the business to aim in upholding up-time standards whilst maintaining a strong relationship with the ever growing number of Operators. Here is where my first taste of iGaming operations came about. Incident Reporting, game service availability, uptime calculations, dealing with partners during major incidents, etc. slowly paved way in building the big picture in mind. This greatly helped in keeping main iGaming operations in perspective throughout my career.

Various Systems handling. Directing issues and even troubleshooting systems to offer all-round solutions to both daily and Major Incidents that may happen. Systems include but are not limited to: CTRL-M, Linux, Active Directory, Windows Server environment, Citrix, SCOM, Nagios, Centreon.

Working with online casino studios, building and setting up high quality apparatus to make state of the art studios for global clients.