Service Operations Engineer
Aristocrat is a global entertainment and content creation company powered by technology to deliver world-leading casino and mobile games. Aristocrat offers a diverse range of products and services including electronic gaming machines, casino management systems, free-to-play mobile games and online real money games.
Job Description
We are looking for a skilled Service Operations Engineer to join our Aristocrat team. This role involves providing high-level technical support to internal and external teams, ensuring service perfection, and minimizing critical issues to R&D. We are on the lookout for outstanding people, who will be eager to learn, to be a part of a team and share our vision.
Key Responsibilities
· Multi-channel communication with customers (chat, e-mails, ticketing system, phone calls
· Provide Tier 3/4 support services to meet customer SLAs and ensure timely issue resolution.
· Solve, diagnose, and resolve sophisticated technical problems using standards and collaboration across teams.
· Work closely with R&D, Customer Support, and other departments to address product issues and drive long-term solutions.
· Monitor, prioritize, and supervise progress of all reported incidents and requests.
· Own critical customer concerns, ensuring smooth handling during both regular and off-hours as part of on-call duties.
· Maintain transparency and clear documentation for all technical issues, ensuring visibility within and across teams.
· Contribute to continuous improvement by identifying patterns and suggesting processes or product improvements.
· Maintain and invent knowledgebase articles
Qualifications & Requirements
· Ability to remain proactive, motivated, and responsible in a dynamic environment.
· Availability for 24/7 on-call support during critical issues.
· Excellent verbal and written English communication skills – Must.
· Strong organizational, analytical, and partnership skills – Must.
· Proven track record to solve and resolve technical issues in sophisticated environments with strong customer focused perspective
· 2+ years of experience in a technical support or service operations role – Advantage.
· Understanding of web technologies and client/server applications – Advantage.
· Experience with SQL and web debugging tools – Advantage.
· Bachelor’s degree or equivalent experience in computer science, Software Engineering, or equivalent – Advantage.
Travel Expectations
None
Additional Information
This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.
Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.
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.
We are looking for a skilled Service Operations Engineer to join our Aristocrat team. This role involves providing high-level technical support to internal and external teams, ensuring service perfection, and minimizing critical issues to R&D. We are on the lookout for outstanding people, who will be eager to learn, to be a part of a team and share our vision.
Key Responsibilities
· Multi-channel communication with customers (chat, e-mails, ticketing system, phone calls
· Provide Tier 3/4 support services to meet customer SLAs and ensure timely issue resolution.
· Solve, diagnose, and resolve sophisticated technical problems using standards and collaboration across teams.
· Work closely with R&D, Customer Support, and other departments to address product issues and drive long-term solutions.
· Monitor, prioritize, and supervise progress of all reported incidents and requests.
· Own critical customer concerns, ensuring smooth handling during both regular and off-hours as part of on-call duties.
· Maintain transparency and clear documentation for all technical issues, ensuring visibility within and across teams.
· Contribute to continuous improvement by identifying patterns and suggesting processes or product improvements.
· Maintain and invent knowledgebase articles
Qualifications & Requirements
· Ability to remain proactive, motivated, and responsible in a dynamic environment.
· Availability for 24/7 on-call support during critical issues.
· Excellent verbal and written English communication skills – Must.
· Strong organizational, analytical, and partnership skills – Must.
· Proven track record to solve and resolve technical issues in sophisticated environments with strong customer focused perspective
· 2+ years of experience in a technical support or service operations role – Advantage.
· Understanding of web technologies and client/server applications – Advantage.
· Experience with SQL and web debugging tools – Advantage.
· Bachelor’s degree or equivalent experience in computer science, Software Engineering, or equivalent – Advantage.
Travel Expectations
NoneAdditional Information
This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.
Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.
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.
