Problem Manager (contract for 1 year, parental cover)

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.

About Aristocrat

Aristocrat Leisure Limited (Aristocrat) is a global entertainment and content creation company powered by technology to deliver world-leading casino and mobile games. Listed on the Australian Securities Exchange (ASX), Aristocrat (ASX code: ALL) is headquartered in Sydney, Australia, with over 7300 employees working in more than 20 locations across the globe. Aristocrat offers a diverse range of products and services including electronic gaming machines, casino management systems, mobile games and online real money games, including iLottery.

Aristocrat has seven corporate functions and three reporting segments that span regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money gaming (Aristocrat Interactive). Our game and product portfolios collectively entertain millions of players worldwide every day.

Across our global enterprise, Aristocrat aims to create long-term sustainable value for all stakeholders by upholding our core values and producing the world’s best gaming content. Our people-first mindset prioritises the safety and wellbeing of our people. We have ambitions to be an industry leader in responsible gameplay and we invest in employees’ development and offer career pathways, so they have what they need to do their best work at Aristocrat.

Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us every day. We are excited about the future of Aristocrat and united by our mission and we invite everyone to join us as we bring joy to life through the power of play!

Employment Equality Statement

Aristocrat Leisure Limited or its affiliates worldwide provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to any protected characteristic, such as race, color, sex, religion, national origin, physical or mental disability, genetic characteristic, pregnancy, breastfeeding or related medical condition, sexual orientation, gender identity, gender expression, ancestry, citizenship, age, marital, military and veteran status, or any other characteristic prohibited by local, state/provincial or federal law.

If you need assistance or accommodation applying for a position, please reach out to helpdesk-recruiting@aristocrat.com.

Empowering a Sustainable Future

At Aristocrat, sustainability is embedded in our strategy, operations and the values and culture of our teams across the globe.

Our Sustainability report provides information on the progress we’ve made each year, across our four strategic sustainability pillars – Good Governance & Responsible Business, Empowering Safer Play (formerly responsible gameplay), Operational Sustainability & Climate, and People & Community.

You can read more about our progress here: https://www.aristocrat.com/sustainability/