Service Ops Major Incident Manager

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.