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IT Operations Manager
1 year ago
Company Summary
Product Madness is one of the world's largest mobile game studios, with a global presence. Founded in 2007, we’re today a top-grossing leader in social casino mobile games that are crafted with passion and commitment. Our ambition is to entertain millions of players around the world with our remarkable titles that include Heart of Vegas, Cashman Casino, Lighting Link and FaFaFa™ Gold.
We are Mad about games and the way they bring people together, and that passion and culture is what holds us together as a studio, connects us with the partners we collaborate with, and is what links us to our sister studios across the world.
Job Posting Title
IT Operations ManagerSummary
Reporting into the Head of IT Operations, the IT Manager will have a passion for customer service, automation, process and a keen eye for detail. Working closely with key business stakeholders across 7 global studios, the IT Manager will drive efficiencies that contribute to the operational success of Product Madness.
Leading a team of highly motivated and talented engineers, the IT Manager will own the change management process inline with ITIL v4 standards and lead post-mortems following major incidents. The IT Manager must have in-depth technical knowledge and hands-on experience managing a wide range of SaaS applications including Google Workspace, Okta, and Atlassian.
Product Madness is growing fast, which means as the IT Manager you will have to balance and efficiently prioritise BAU support, the demand for project delivery yet making sure the business operates within our security standards. This role is 50% hands on and 50% managerial.What You'll Do
Log, prioritise, and/or respond to requests for service and incidents of service disruption in accordance with agreed service levels (SLAs).
Escalation point to the 1st & 2nd line support team
Build strong operational relationships with the wider business across the Aristocrat group
Create support documentation for all support teams
Review and refine existing processes
Identify opportunities for automation
Plan and support the growth of Product Madness IT operations
Own Change Management
Proven history of leading a highly productive team
Be part of product architectural and infrastructure design - Pay attention to both infrastructure and security aspects.
Report on successes and failures
Analytical approach to problem solving
Ability to influence, negotiate and constructively challenge to achieve productive solutions
Interface and work closely with various
Follow globally defined policies, processes, and procedures.
Identify recurring problems and present potential solutions.
Assist with the setup, testing and deployment of new systems and technology solutions
Respond to after-hours emergencies
What We're Looking For
Degree in Computer Science or equivalent
10+ years experience in a technical support role
3+ in a lead role
ITIL v4 Foundation and above
Experience managing Google Workspace, Atlassian Cloud and other SaaS Applications
Experience with SAML 2.0
Experience with ServiceNow
API experience is advantageous
Why Product Madness ?
Product Madness is so much more than just a Pool table and a foosball game.
We believe in an honest and transparent approach with our teammates. Company wide weekly Town Halls, All Hands and strategy meetings are just a few ways in which we encourage an open and honest path to achieving complete transparency.
Despite a pandemic, there isn’t a day where we don’t feel connected to one another.
With frequent events, workshops, giveaways, slack coffee and donut sessions we have definitely brought on our office culture to this new virtual world of zoom calls.
We also try to cater for all our staff’s needs – be that a freshly brewed cappuccino made by our professional barista in our free coffee shop or by providing a bountiful supply of tasty snacks to keep us refueled and buzzing.
We love to organise plenty of social get-togethers and action-packed activity days, be it slipping inside an inflatable bumper ball for a mad session of football zorbing or throwing caution to the wind and traversing giddy treetop rope courses at Go Ape. On top of these team-building activities, our lunch and learn workshops, not to mention the lavish Christmas and summer parties, foster that ‘work hard, play hard’ mantra. Our offices are based in the heart of the metropolises of London and Lviv, surrounded by an abundance of diversity and inspiration to keep those ideas flowing.
Our Values
People First
We have the deepest respect for our people and their well being. We know they are exceptionally talented and will always have a choice. We want them to re-choose us every day. We are committed to building a culture where each person's voice will always be heard and addressed.
MAD for More
Always improving, innovating and never settling for the existing. We push all boundaries with courage and ambition to become the world’s best games company.
Globally Inclusive
We are all Equal - regardless of the language we speak, where we live, our gender, religion or culture we come from. We want to build a global home, where everyone has the equal opportunity to make an impact.
Customer Focused
We always think from the customer's perspective - be it players or internal customers.Improving their experience and joy is what drives us. Every client's success is our big win!
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