Service Operations Engineer

Aristocrat; United States; On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a proactive individual to join their dynamic team. This role focuses on enhancing player experiences through effective incident management and technical support. The ideal candidate will possess strong analytical and problem-solving skills, ensuring seamless operations in a fast-paced environment. You will be responsible for coordinating incidents, supporting compliance efforts, and communicating effectively with both technical and non-technical stakeholders. This is a fantastic opportunity to contribute to a culture that values diversity and collective success while advancing your career in a globally recognized company.

Qualifications

• Strong analytical and creative problem-solving skills required.
• Proven experience in a technical support or lead operational role.

Responsibilities

• Drive and coordinate Incident & Major Incident processes.
• Act as an escalation point for customer issues.

Skills

Analytical Skills

Problem-Solving

Technical Support Experience

Linux Knowledge

Windows Knowledge

SQL Knowledge

Communication Skills

Negotiation Skills

Interpersonal Skills

Organizational Skills

Job description

Join Aristocrat in Bringing Joy to Life Through the Power of Play. Be part of our growing global team where people come first because they fuel our success. Here, it’s All About the Player and we create a world of its own for everyone, everywhere with premium casino and world-class digital and mobile products. Our value of Good Business, Good Citizen ensures that corporate growth and responsible gameplay go hand in hand to help our industry remain sustainable. Aristocrat offers a highly diverse, inclusive, and equitable culture as well as the professional tools and resources to ensure your Talent is Unleashed. We achieve success through Collective Brilliance. Individually, we are great, but together, we are unstoppable. Aristocrat enhances the player experience—and careers—with opportunities featuring meaningful challenges, strong advancement potential, and global exposure.

• Drive and coordinate both Incident & Major Incident processes and activities.
• Monitor and execute all notifications of Major Incidents to ensure that all designated personnel are kept informed on all identified Major Incidents.
• Complete post implementation and Major Incident reviews in line with ITIL v4.
• Understand Problem and Incident best practices.
• Works well under pressure and is comfortable in a proactive Continuous Improvement framework.

Daily Tasks Include:

• Act as an escalation point for issues flagged through customer channel.
• Investigate and react to any live issues that occur.
• Support in providing evidence for ongoing Regulatory and Audit driven compliance, working closely with internal compliance functions.

What We're Looking For:

• Must have strong analytical and creative problem-solving skills.
• Proven experience in a technical support / Lead operational role.
• All-round, with broad scope technology knowledge, Linux, Windows, and SQL.
• Evidence of accountability and ownership when managing incidents.
• Excellent communication, negotiation, and interpersonal skills.
• Good problem-solving method and approach.
• Strong communication skills, both written and verbal, capable of gathering and delivering information to both technical and non-technical stakeholders.
• Ability to excel in a fast-paced, dynamic environment and handle multiple priorities effectively.
• Excellent attention to detail and organisational skills.
• Strong architecture and solutioning skills.
• Creative thinker with a commitment to delivering exceptional player experiences.

The candidate should be well organized with the ability to coordinate and prioritise multiple tasks across ITIL v4 practices. The ideal candidate will be proactive, customer-centric, and possess exceptional communication and relationship-building skills.

Travel Expectations: None.

Additional Information: Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate. At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.