Tech Support Manager

What You'll Do

Roles and Responsibilities:

• Responsible for the local support operation of a multi layered shift team.
• Investigate and react to any live issues that occur.
• Act as an escalation point for issues flagged through customer channels.
• Partake in the design and improvement of processes and activities related to the role.
• Have a strong continuous improvement mindset and experience

Sound fault-finding skills and an ability to react to problematic situations in a focused manner are essential in this role..

What We're Looking For

Required Skills and Experience:

• Proven experience in a technical support / Shift Team Lead operational role
• A proactive approach to leading a team
• Handle service requests, incident, major incident,  problem and change requests in line with ITIL v4 best practice.
• All-round, with broad scope technology knowledge, specifically Linux.
• Strong communication skills, both written and verbal, capable of gathering and delivering information to both technical and non-technical stakeholders.
• A working knowledge of monitoring tools, both event management and metrics
• Good problem-solving method and approach
• Experience in Process improvement 
• Experience in team transformation/transition
• Experience in high volume – fast paced team environment
• Evidence of accountability and ownership when managing incidents.
• Ability to analyse logs and troubleshoot issues.
• Excellent attention to detail and organisational skills
• Docker/Kubenetes experience
• Virtualisation – Open Stack, VMWare
• Cloud Platform experience – Google GK, Amazon EKS
• Experience with code repositories GitHub/GitLab
• Experience with relational and non-relational databases MSSQL/Mongo
• Experience with CI/CD pipelines
• Experience with DNS/HTTPS certificates.
• Experience with orchestration tools Ansible and Ansible Tower.
• Experience with event workflow ticketing systems, for example Freshdesk / Jira
• Preferable experience in regulated industry (Gaming) 

Company Summary

About Aristocrat

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), 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

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations