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Level 3 Support Manager

Job Posting Title

Summary

What You'll Do

The Aristocrat Real Money Gaming division (Anaxi) is about to launch two new exciting products across the United States. We are in the process of building two dedicated Level 3 support teams, one located in the US, and one located in India. These will loosely provide ‘follow the sun’ support and enable us to achieve 24/7 availability.

This is a brand-new position that will lead the US Level 3 support function and so we are looking for someone who has experience in Level 3 support roles, and ideally someone who has previously led a team. Currently the team is fairly small, but the expectation, under your leadership is that the team will grow and evolve and be instrumental in providing both technical and procedural input into how to make our products more stable, performant and enjoyable for our users.

The role will be split between leadership, team mentoring, incident management & resolution and hands on technical troubleshooting. You should have demonstratable experience of leading a team, a firm understanding of incident management, great communication skills and a passion to improve and drive the team forward to success. You will help with the recruiting of additional team members and the usual line management that comes with running a team. Your expert knowledge and experience will give you the ability to mentor and train the team in the best practices for Level 3 support and how to operate our technology stacks.

From a technical perspective, you will need expert trouble shooting skills, a strong knowledge of Kubernetes and experience of Mongo databases. Any previous experience of the gaming industry or using Kubernetes in a regulated environment is beneficial.

Our technical stack uses VMware Virtual Cloud Director and Nutanix as our hyper visor platforms, and on top of these are predominately Kubernetes, Mongo and ELK. Where possible, everything is automated using Terraform, Ansible or helm charts. We use New Relic and Prometheus/Grafana for our application performance monitoring, dashboards and monitoring.

There is a strong team desire to transform any manual tasks in order to reduce ongoing Support work loads into a series of automated scripts/pipelines/self-service portals, you will be instrumental in identifying these tasks and either helping the teamwork towards automating them or communicating them to one of our other teams for implementation.

What We're Looking For

Job Requirements

• Have experience leading a support team
• Expert knowledge of Kubernetes and how to support Kubernetes workloads
• Good Knowledge of Mongo or other NoSQL databases
• Knowledge of Agile/Jira/Kanban
• Happy to split your time between task/people management and technical work
• Knowledge of New Relic & Prometheus/Grafana
• Knowledge of Linux
• Knowledge of VMWare Virtual Cloud Director and/or Nutanix
• Able to become security licensed with our partners & customers
• Ability to work independently with geographically dispersed team
• Able to grasp functional aspects well (quickly and with minimal guidance
• Excellent verbal and written communication skills and the ability to work in a fast-paced team environment

Qualifications

• Relevant degree or equivalent years of experience
• Must have strong analytical and creative problem-solving skills.
• Demonstrates an extremely high level of accuracy and attention to detail.
• Must have strong communication skills and able to work with team.
• Ability to drive discussions towards conclusions.
• Articulate and should be able to express ideas and issues without inhibitions.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• World Leader in Gaming Entertainment
• Robust benefits package
• Global career opportunities

Our Values

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.