Problem Manager

Join Aristocrat Interactive, a frontrunner in gaming content and technology, as we seek a highly skilled and diligent Problem Manager for a 1-year contract covering parental leave. This role provides an outstanding opportunity to contribute to a world-class team and help maintain flawless operations in our Business Support division. In this position, you will manage the lifecycle of all problems, identify root causes of incidents, and prevent their recurrence. Your efforts will be essential to sustaining our reputation for excellence and trustworthiness.

What You'll Do

• Investigate and analyze resolved incidents to determine the underlying root causes and contributing factors.
• Identify recurring incidents and potential problems to prevent future occurrences.
• Perform detailed impact analysis to assess the consequences of incidents on business operations and user experience.
• Manage the entire lifecycle of problems, from identification to resolution.
• Maintain a Known Error Database (KEDB) to collect and handle information about known issues and their resolutions.
• Work closely with teams to implement preventive measures and improve overall system reliability.
• Prepare detailed and comprehensive Incident Report documents.
• Ensure documentation is accurate, clear, and suitable for various collaborators, including technical and non-technical audiences.
• Use effective verbal communication skills to deliver incident reports and findings to internal groups and external clients.

What We're Looking For

• Bachelor’s degree or equivalent experience in Computer Science, Information Technology, or a related field.
• Proven experience (3+ years) as a problem manager or similar role (Senior Service Ops/ Tech Support engineer).
• Strong analytical and problem-solving skills with an emphasis on attention to detail.
• Excellent written and verbal communication skills, with the ability to convey complex technical ideas to a non-technical audience.
• Experience in composing comprehensive incident report documents and root cause analysis reports.
• A good understanding of how infrastructure is set up and how its parts work together seamlessly.
• A robust comprehension of daily operations in the Technical Operations department is essential. IT and DevOps mainly perform these tasks. You should be aware of how these activities affect system stability.
• Proven experience working with monitoring tools (Datadog preferred, Coralogix, Elastic, etc.).
• Proven experience working with the ITSM tool (Jira Service Management preferred).
• Proficiency in teamwork and effective interaction with different partners in a collaborative environment.
• Certification in ITIL, problem management, or related areas is a plus.

Ready to make a significant impact by ensuring that our technical operations run smoothly and efficiently? Apply now and become a part of our ambitious and collaborative team!

This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.

Bachelor’s degree or equivalent experience in Computer Science, Information Technology, or a related field. Proven experience (3+ years) as a problem manager or similar role (Senior Service Ops/ Tech Support engineer). Strong analytical and problem-solving skills with an emphasis on attention to detail. Excellent written and verbal communication skills, with the ability to convey complex technical ideas to a non-technical audience. Experience in composing comprehensive incident report documents and root cause analysis reports. A good understanding of how infrastructure is set up and how its parts work together seamlessly. A robust comprehension of daily operations in the Technical Operations department. Proven experience working with monitoring tools (Datadog preferred, Coralogix, Elastic, etc.). Proven experience working with ITSM tool (Jira Service Management preferred). Proficiency in teamwork and effective interaction with different partners in a collaborative environment. Certification in ITIL, problem management, or related areas is a plus.