Service Operations Team Leader
Aristocrat Leisure Limited (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.
Aristocrat has seven corporate functions and three operating business units, spanning 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.
Job Description
Key Responsibilities:
- Team Leadership & Management
+ Lead, mentor, and develop a team of Technical Support Engineers
+ Monitor team performance, set objectives, and conduct regular evaluations and coaching
+ Foster a culture of accountability, collaboration, and continuous improvement
- Operational Oversight
+ Ensure compliance with SLA commitments and maintain high standards of service delivery
+ Oversee incident lifecycle: prioritization, assignment, tracking, and timely resolution
+ Manage critical escalations and coordinate 24/7 on-call coverage
- Customer & Stakeholder Communication
+ Facilitate effective multi-channel communication (chat, email, phone, ticketing system)
+ Act as an escalation point for complex or high-impact customer issues
+ Provide transparency to internal stakeholders and clients on incident status and resolution plans
- Cross-Functional Collaboration
+ Liaise with R&D, DevOps, IT, and Product teams to resolve complex issues
+ Advocate for customer needs and feedback in internal discussions
- Process & Knowledge Management
+ Develop and implement support processes and best practices
+ Review and contribute to the creation and maintenance of knowledge base content
+ Drive initiatives for operational efficiency and team scalability
What We're Looking For
Requirements:
- Proven experience leading technical support or service operations teams – Must
- Excellent verbal and written communication skills in English – Must
- Availability for 24/7 escalations during critical incidents – Must
- Bachelor's degree in Computer Science / Software Engineering (or similar) – An advantage
- Strong analytical, troubleshooting, and decision-making skills
- Technical background with a solid understanding of web technologies, client/server applications, and common debugging tools
- Hands-on experience with support tools and platforms (ticketing systems, monitoring/logging tools, etc.)
- Ability to handle high-pressure situations, multitask, and manage priorities effectively
Travel Expectations
None
Additional Information
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.
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.
Key Responsibilities:
- Team Leadership & Management
- Lead, mentor, and develop a team of Technical Support Engineers
- Monitor team performance, set objectives, and conduct regular evaluations and coaching
- Foster a culture of accountability, collaboration, and continuous improvement
- Operational Oversight
- Ensure compliance with SLA commitments and maintain high standards of service delivery
- Oversee incident lifecycle: prioritization, assignment, tracking, and timely resolution
- Manage critical escalations and coordinate 24/7 on-call coverage
- Customer & Stakeholder Communication
- Facilitate effective multi-channel communication (chat, email, phone, ticketing system)
- Act as an escalation point for complex or high-impact customer issues
- Provide transparency to internal stakeholders and clients on incident status and resolution plans
- Cross-Functional Collaboration
- Liaise with R&D, DevOps, IT, and Product teams to resolve complex issues
- Advocate for customer needs and feedback in internal discussions
- Process & Knowledge Management
- Develop and implement support processes and best practices
- Review and contribute to the creation and maintenance of knowledge base content
- Drive initiatives for operational efficiency and team scalability
What We're Looking For
Requirements:
- Proven experience leading technical support or service operations teams – Must
- Excellent verbal and written communication skills in English – Must
- Availability for 24/7 escalations during critical incidents – Must
- Bachelor's degree in Computer Science / Software Engineering (or similar) – An advantage
- Strong analytical, troubleshooting, and decision-making skills
- Technical background with a solid understanding of web technologies, client/server applications, and common debugging tools
- Hands-on experience with support tools and platforms (ticketing systems, monitoring/logging tools, etc.)
- Ability to handle high-pressure situations, multitask, and manage priorities effectively
Travel Expectations
NoneAdditional Information
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.
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.
