Problem Manager

We seek a highly skilled and detail-oriented Problem Manager to join our dynamic team. The ideal candidate will have a strong background as a problem manager or related role (Senior Service Ops/ Tech Support engineer) with a proven track record of writing detailed and well-crafted incident report documents. In this role, you will be responsible for end-to-end ownership of NG postmortem/IR processes, managing the lifecycle of all problems, identifying underlying causes of incidents, and preventing recurrences.

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What You'll Do

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• Investigate and analyze resolved incidents to determine the underlying root cause and contributing factors.
• Identify recurring incidents and potential problems to prevent future occurrences.
• Perform thorough 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 capture and manage information about known issues and their resolutions.
• Work closely with teams to implement preventive measures and improve overall system reliability.
• Craft detailed and comprehensive Incident Report documents.
• Ensure documentation is accurate, clear, and suitable for various stakeholders, including technical and non-technical audiences.
• Utilize strong verbal communication skills to present incident reports and findings to both internal teams and external customers.

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Role Specifics

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• This role does not involve on-call responsibilities, and working hours are regular.

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What We're Looking For

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Qualifications

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• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience (3 years+) as a problem manager or related 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 communicate complex technical concepts to a non-technical audience.
• Experience in writing detailed incident report documents and root cause analysis reports.
• A strong understanding of how infrastructure is set up and how its parts work together seamlessly.
• A robust comprehension of the daily operations within the Technical Operations department, mainly performed by IT and DevOps, with a keen awareness of how these activities can influence system stability.
• Proven experience with the monitoring tools (Datadog preferred, Coralogix, Elastic, etc.).
• Proven experience with the ITSM tool (Jira Service Management preferred).
• Ability to work collaboratively in a team environment and interact effectively with diverse stakeholders.
• Certification in ITIL, problem management, or related areas is a plus.

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Travel Expectations

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None

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Additional Information

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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.

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At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.