Problem Manager (contract for 1 year, parental cover)

Join Aristocrat Interactive, a frontrunner in gaming content and technology, as we seek a highly skilled and diligent Problem Manager for a 1-year contract covering parental leave. This role provides an outstanding opportunity to contribute to a world-class team and help maintain flawless operations in our Business Support division. In this position, you will manage the lifecycle of all problems, identify root causes of incidents, and prevent their recurrence. Your efforts will be essential to sustaining our reputation for excellence and trustworthiness.

What You'll Do

• Investigate and analyze resolved incidents to determine the underlying root causes and contributing factors.
• Identify recurring incidents and potential problems to prevent future occurrences.
• Perform detailed impact analysis to assess the consequences of incidents on business operations and user experience.
• Manage the entire lifecycle of problems, from identification to resolution.
• Maintain a Known Error Database (KEDB) to collect and handle information about known issues and their resolutions.
• Work closely with teams to implement preventive measures and improve overall system reliability.
• Prepare detailed and comprehensive Incident Report documents.
• Ensure documentation is accurate, clear, and suitable for various collaborators, including technical and non-technical audiences.
• Use effective verbal communication skills to deliver incident reports and findings to internal groups and external clients.

What We're Looking For

• Bachelor’s degree or equivalent experience in Computer Science, Information Technology, or a related field.
• Proven experience (3+ years) as a problem manager or similar role (Senior Service Ops/ Tech Support engineer).
• Strong analytical and problem-solving skills with an emphasis on attention to detail.
• Excellent written and verbal communication skills, with the ability to convey complex technical ideas to a non-technical audience.
• Experience in composing comprehensive incident report documents and root cause analysis reports.
• A good understanding of how infrastructure is set up and how its parts work together seamlessly.
• A robust comprehension of daily operations in the Technical Operations department is essential. IT and DevOps mainly perform these tasks. You should be aware of how these activities affect system stability.
• Proven experience working with monitoring tools (Datadog preferred, Coralogix, Elastic, etc.).
• Proven experience working with the ITSM tool (Jira Service Management preferred).
• Proficiency in teamwork and effective interaction with different partners in a collaborative environment.
• Certification in ITIL, problem management, or related areas is a plus.

Ready to make a significant impact by ensuring that our technical operations run smoothly and efficiently? Apply now and become a part of our ambitious and collaborative team!

Esta descripción del puesto puede haber sido revisada y optimizada mediante herramientas de inteligencia artificial con el fin de mejorar su claridad, coherencia e inclusión. En cualquier caso, todo el contenido final, los requisitos del puesto y las decisiones de contratación están sujetos a la revisión y aprobación de Aristocrat.

Filosofía de compensación

Ofrecemos un paquete integral de remuneración y beneficios diseñado para seguir siendo competitivo en el mercado, apoyar tu bienestar y reconocer tu contribución a nuestro éxito. Nuestro enfoque se basa en una filosofía de remuneración por desempeño, recompensando el impacto individual. Tu paquete de compensación específico se determinará en función de factores como tus habilidades, experiencia, cualificaciones y ubicación.

Dependiendo de tu puesto y ubicación, podrás optar a bonificaciones e incentivos anuales, beneficios de salud y bienestar, tiempo libre remunerado, planes de jubilación, cobertura de seguros y otros beneficios locales o establecidos por la legislación aplicable.

Los detalles específicos sobre la compensación y los beneficios para este puesto se tratarán durante el proceso de selección.