Service Ops Major Incident Manager

Aristocrat; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company in gaming technology seeks a dedicated individual to drive incident management processes and support regulatory compliance efforts. The ideal candidate will demonstrate exceptional analytical and problem-solving skills, along with a strong background in technical support roles. This role requires excellent communication abilities for interacting with various stakeholders and demands a proactive, customer-centric approach.

Qualifications

• Proven experience in a technical support or lead operational role.
• Ability to manage incidents with accountability.
• Comfortable in a fast-paced, dynamic environment.

Responsibilities

• Drive and coordinate incident and major incident processes.
• Act as an escalation point for issues flagged through customer channels.
• Support compliance and regulatory requirements.

Skills

Analytical skills

Problem-solving

Communication skills

Negotiation skills

Interpersonal skills

Attention to detail

Organizational skills

Creative thinking

Tools

Linux

Windows

SQL

Job description

• 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

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.