The Service Ops Major Incident Manager at Aristocrat Interactive drives and coordinates incident and major incident processes.  Responsibilities include monitoring and executing major incident notifications, conducting post-implementation reviews, understanding ITIL v4 best practices, and acting as an escalation point for customer issues.  The role requires strong analytical and problem-solving skills, broad technology knowledge (Linux, Windows, SQL), excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment.  The ideal candidate is proactive, customer-centric, and skilled in relationship building, working closely with internal compliance functions to support regulatory and audit compliance.

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<div data-automation-id="jobPostingDescription" class="css-oplht1">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 exposureWhat You'll Do<ul><li>Drive and coordinate both Incident &amp; Major Incident processes and activities.</li><li>Monitor and execute all notifications of Major Incidents to ensure that all designated personnel are kept informed on all identified Major Incidents</li><li>Complete post implementation and Major Incident reviews in line with ITIL v4</li><li>Understand Problem and Incident best practices.</li><li>Works well under pressure and is comfortable in a proactive Continuous Improvement framework.</li></ul>Daily Tasks Include:<ul><li>Act as an escalation point for issues flagged through customer channel.</li><li>Investigate and react to any live issues that occur.</li><li>Support in providing evidence for ongoing Regulatory and Audit driven compliance. Working closely with internal compliance functions.</li></ul>What We're Looking For<ul><li>Must have strong analytical and creative problem-solving skills</li><li>Proven experience in a technical support / Lead operational role</li><li>All-round, with broad scope technology knowledge, Linux, Windows and SQL.</li><li>Evidence of accountability and ownership when managing incidents.</li><li>Excellent communication, negotiation, and interpersonal skills</li><li>Good problem-solving method and approach</li><li>Strong communication skills, both written and verbal, capable of gathering and delivering information to both technical and non-technical stakeholders.</li><li>Ability to excel in a fast-paced, dynamic environment and handle multiple priorities effectively</li><li>Excellent attention to detail and organisational skills</li><li>Strong architecture and solutioning skills</li><li>Creative thinker with a commitment to delivering exceptional player experiences</li></ul>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.Company Summary<div>Aristocrat Interactive  &nbsp;</div><div>Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming&nbsp;(RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.  The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).&nbsp;</div>About AristocratAristocrat 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&nbsp;has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.Our Values<ul><li>All about the Player</li><li>Talent Unleashed</li><li>Collective Brilliance</li><li>Good Business Good Citizen</li></ul><h2></h2><h2></h2>Travel ExpectationsNone</div>

Service Ops Major Incident Manager