Service Operations Engineer

2 Months ago • All levels

Job Summary

Job Description

The Service Operations Engineer is a front-line role responsible for handling critical and major incidents, acting as a senior escalation point for time-sensitive issues, and performing quality reviews of ongoing tickets. This role requires deep technical expertise, serving as a Subject Matter Expert for support representatives, creating and maintaining knowledgebase articles, and delivering new feature and new hire training. Responsibilities also include server and database monitoring, troubleshooting malfunctions, managing failures, and communicating with customers. Adherence to SLAs and flexibility to work outside of regular hours are essential. The ideal candidate possesses strong systems orientation (Networking, SQL), troubleshooting skills, experience with complex integrated systems, and a deep understanding of TCP/IP, HTTP, DNS, SSL, and web applications.
Must have:
  • Front-line incident handling
  • Senior escalation point for SLAs
  • Quality review of tickets
  • Subject Matter Expert
  • Knowledgebase article creation
  • Server & database monitoring
  • Troubleshooting & minimizing downtime
  • Customer communication
  • SLA adherence
  • Networking, SQL expertise
Good to have:
  • Jenkins, Git, Jira, Bamboo, JMeter experience

Job Details

I. MAIN DUTIES AND RESPONSIBILITIES

Front-Line responsibility for Critical and Major incidents. Senior escalation point for time-based elevations (close to breaching SLA). Perform quality review for ongoing tickets. Act as a Subject Matter Expert for regular technical support representatives in the department. Maintain and create knowledgebase articles. Perform new feature training courses for the regular technical support representatives in the department. Perform new hire training for the newcoming technical support representatives. Monitoring the welfare of the servers and databases in production using various tools. Fix critical malfunctions and try to minimize down-time to no-time. Manage failures to be sufferable and escalate them to relevant teams. Communicate with customers over issues they raise, either by answering a phone call or replying to a helpdesk ticket. Adhere to the Service Level Agreement (SLA) for the assigned activities. If required, should be flexible to work beyond shift hours to help address high volume / transactions inflow. Maintain transparent communication with immediate supervisors, with respect to work undertaken and ensure SLAs should not get breached. Attend & Contribute to Daily Huddles, Meetings & Ad hoc Meetings when required.

II. INFORMATION LINKS AND RELATIONSHIP

Directly subordinate to the NOC Team Leader In implementing the organizational capacity to carry out our links and relationships with all actors in the company.

What We're Looking For

III. REQUIREMENTS

Systems orientation and experience – Networking, SQL Strong troubleshooting skills Experience with complex integrated systems SW Qualification / Integration / SW Development experience Work in complex activities in project and matrix environment in parallel Deep knowledge of TCP/IP, HTTP, DNS, SSL, Web Applications, Load balancers, proxies and firewalls Experience with the following an advantage – Jenkins, Git, Jira, Bamboo, JMeter. Fluency in English.

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.

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About The Company

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming),social casino (Product Madness)and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission tobring joy to life through the power of play.For further information visit the Group's website at

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