Service Operations Engineer

1 Day ago • All levels • Administrative

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.

Similar Jobs

Easygo - Affiliate Executive (Spanish Speaking)

Easygo

Melbourne, Victoria, Australia (On-Site)
4 Weeks ago
Luxoft - QA Automation Engineer with Java

Luxoft

Wrocław, Lower Silesian Voivodeship, Poland (On-Site)
5 Months ago
Tesla - Software Developer, IT Application

Tesla

North Holland, Netherlands (On-Site)
2 Months ago
The Walt Disney Company - Manager, SEO

The Walt Disney Company

New York, New York, United States (On-Site)
1 Month ago
Escape Velocity Entertainment - Certification QA Lead

Escape Velocity Entertainment

(Remote)
4 Weeks ago
Xentrix Studios - Production – Trainee

Xentrix Studios

India (On-Site)
5 Months ago
Netflix - Administrative Assistant, Marketing - Benelux & Nordics

Netflix

Amsterdam, North Holland, Netherlands (On-Site)
1 Week ago
Nagarro - Associate Engineer

Nagarro

New York, New York, United States (On-Site)
4 Months ago
Next Level Business Services - Salesforce BA

Next Level Business Services

Bridgewater, New Jersey, United States (On-Site)
6 Months ago
Voodoo - IT Ops Specialist

Voodoo

Paris, Île-de-France, France (On-Site)
4 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Bohemia Interactive - QA Engineer

Bohemia Interactive

Brno, South Moravian Region, Czechia (On-Site)
1 Week ago
ION - Principal Technical Consultant - Endur

ION

London, England, United Kingdom (On-Site)
6 Months ago
Evolution - Floor Operations Supervisor

Evolution

Atlantic City, New Jersey, United States (On-Site)
8 Months ago
Netflix - N-Tech Manager, Technology Systems and Operations (VFX)

Netflix

Seoul, South Korea (On-Site)
1 Week ago
Warner Bros Games - Senior Staff Technical Program Manager

Warner Bros Games

Hyderabad, Telangana, India (Hybrid)
3 Weeks ago
Nintendo - Technical Support Specialist (m/f/d)

Nintendo

Frankfurt, Hessen, Germany (On-Site)
4 Months ago
Sony Interactive Entertainment - Sr. Program Manager (HW related program management)

Sony Interactive Entertainment

Tokyo, Japan (On-Site)
3 Months ago
Hitachi - Windchill PLM Consultant

Hitachi

Chennai, Tamil Nadu, India (On-Site)
6 Months ago
Social Discovery Group - Head of Product (Premium products)

Social Discovery Group

Vietnam (Remote)
4 Months ago
UXBERT Labs - Software Project Manager

UXBERT Labs

Riyadh, Riyadh Province, Saudi Arabia (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Sofia, Sofia City Province, Bulgaria

Eleven Labs - Full-Stack Engineer (Front-End Leaning)

Eleven Labs

Bulgaria (Remote)
4 Weeks ago
SEGA - Battle Programmer

SEGA

Sofia, Sofia City Province, Bulgaria (On-Site)
1 Month ago
DraftKings - Lead Software Engineer

DraftKings

Sofia, Sofia City Province, Bulgaria (Hybrid)
5 Months ago
Playtech - Customer Service Associate

Playtech

Sofia, Sofia City Province, Bulgaria (On-Site)
1 Month ago
PwC - Senior Security Engineers (Entra ID/AD)

PwC

Sofia, Sofia City Province, Bulgaria (On-Site)
6 Months ago
Playtech - UI Designer

Playtech

Sofia, Sofia City Province, Bulgaria (On-Site)
3 Weeks ago
CloudLinux - Senior Python Developer with Security Expertise

CloudLinux

Sofia City Province, Bulgaria (Remote)
4 Weeks ago
DraftKings - Senior iOS Engineer

DraftKings

Bulgaria (Remote)
1 Week ago
Room 8 Studio - 3D Animator, Middle

Room 8 Studio

Bulgaria (On-Site)
4 Months ago
PwC - Audit Manager for Work on International EU Funded Projects

PwC

Sofia, Sofia City Province, Bulgaria (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Administrative Jobs

Kojima Productions - Writer

Kojima Productions

Tokyo, Japan (On-Site)
4 Months ago
Egnyte - PLSQL/Celigo Integration Developer

Egnyte

India (Remote)
2 Weeks ago
Hawk Eye Innovations - Systems Technician

Hawk Eye Innovations

Rosemont, Illinois, United States (On-Site)
4 Weeks ago
Mattel  Inc  - American Girl Merchandise Handler (Part-Time)

Mattel Inc

Texas, United States (On-Site)
3 Weeks ago
Mattel  Inc  - American Girl Restaurant Server (Seasonal)

Mattel Inc

Illinois, United States (On-Site)
1 Week ago
Microsoft - Technical Support Engineer

Microsoft

(On-Site)
1 Week ago
Google - Database Engineer

Google

Fremont, California, United States (On-Site)
1 Week ago
Btf gmbh - Payroll Administrator

Btf gmbh

Cologne, North Rhine-Westphalia, Germany (On-Site)
2 Weeks ago
Wargaming - Infrastructure Engineer

Wargaming

Belgrade, Serbia (Hybrid)
6 Days ago

Get notifed when new similar jobs are uploaded

About The Company

Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 7000 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be.


Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day.  


Come and join us – let’s play!


𝘗𝘭𝘦𝘢𝘴𝘦 𝘣𝘦 𝘢𝘭𝘦𝘳𝘵 𝘵𝘰 𝘴𝘤𝘢𝘮𝘴 𝘰𝘧𝘧𝘦𝘳𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴. 𝘈𝘯𝘺 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘵𝘰 𝘤𝘢𝘯𝘥𝘪𝘥𝘢𝘵𝘦𝘴 𝘳𝘦𝘨𝘢𝘳𝘥𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴 𝘢𝘵 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘰𝘳 𝘪𝘵𝘴 𝘴𝘶𝘣𝘴𝘪𝘥𝘪𝘢𝘳𝘪𝘦𝘴 𝘸𝘪𝘭𝘭 𝘤𝘰𝘮𝘦 𝘧𝘳𝘰𝘮 𝘢𝘯 @𝘢𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵.𝘤𝘰𝘮, @𝘣𝘪𝘨𝘧𝘪𝘴𝘩𝘨𝘢𝘮𝘦𝘴.𝘤𝘰𝘮, @𝘱𝘪𝘹𝘦𝘭𝘶𝘯𝘪𝘵𝘦𝘥.𝘤𝘰𝘮, 𝘰𝘳 @𝘱𝘳𝘰𝘥𝘶𝘤𝘵𝘮𝘢𝘥𝘯𝘦𝘴𝘴.𝘤𝘰𝘮 𝘦𝘮𝘢𝘪𝘭 𝘢𝘥𝘥𝘳𝘦𝘴𝘴. 𝘍𝘳𝘰𝘮 𝘵𝘪𝘮𝘦 𝘵𝘰 𝘵𝘪𝘮𝘦, 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘮𝘢𝘺 𝘶𝘴𝘦 𝘢𝘯 𝘦𝘹𝘵𝘦𝘳𝘯𝘢𝘭 𝘢𝘨𝘦𝘯𝘤𝘺 𝘧𝘰𝘳 𝘳𝘦𝘤𝘳𝘶𝘪𝘵𝘮𝘦𝘯𝘵 𝘱𝘶𝘳𝘱𝘰𝘴𝘦𝘴, 𝘩𝘰𝘸𝘦𝘷𝘦𝘳 𝘵𝘩𝘦𝘺 𝘸𝘪𝘭𝘭 𝘯𝘦𝘷𝘦𝘳 𝘳𝘦𝘲𝘶𝘦𝘴𝘵 𝘱𝘢𝘺𝘮𝘦𝘯𝘵𝘴 𝘰𝘧 𝘢𝘯𝘺 𝘴𝘰𝘳𝘵.

Noida, Uttar Pradesh, India (Hybrid)

Barcelona, Catalonia, Spain (Hybrid)

Las Vegas, Nevada, United States (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

Gurugram, Haryana, India (Hybrid)

Sofia, Sofia City Province, Bulgaria (Hybrid)

Warsaw, Masovian Voivodeship, Poland (Remote)

London, England, United Kingdom (Hybrid)

Las Vegas, Nevada, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Aristocrat Gaming

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug