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!

Cette description de poste a pu être révisée et améliorée à l’aide d’outils d’assistance basés sur l’intelligence artificielle afin d’en accroître la clarté, la cohérence et l’inclusivité. Tout le contenu final, les exigences du poste et les décisions d’embauche demeurent soumis à l’examen et à l’approbation de personnes responsables chez Aristocrat.

Philosophie de rémunération

Nous offrons un programme complet de rémunération et d’avantages sociaux conçu pour demeurer concurrentiel sur le marché, soutenir votre bien-être et reconnaître votre contribution à notre réussite. Notre approche repose sur un principe de rémunération au rendement qui récompense l’impact individuel. Votre programme de rémunération sera déterminé en fonction de facteurs tels que vos compétences, votre expérience, vos qualifications et votre lieu de travail.

Selon votre poste et votre lieu de travail, vous pourriez être admissible à des primes et incitatifs annuels, à des avantages liés à la santé et au bien-être, à des congés rémunérés, à des régimes de retraite, à une couverture d’assurance ainsi qu’à d’autres avantages locaux ou prévus par la loi.

Les détails précis de la rémunération et des avantages associés à ce poste seront discutés au cours du processus de recrutement.