Service Operations Engineer

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 excellence, and minimizing blocking issues to R&D. We are on the lookout for outstanding people, who will be eager to learn, be a part of a team, and share our vision.

What You'll Do

• Provide Tier 3/4 support services to meet customer SLAs and ensure timely issue resolution.
• Troubleshoot, diagnose, and resolve complex technical problems using established guidelines 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 track progress of all reported incidents and requests.
• Own critical blocking issues, 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 build knowledgebase articles

What We're Looking For

• 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 teamwork skills – Must.
• Proven ability to troubleshoot and resolve technical issues in complex environments with a strong customer focused approach.
• 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 in computer science, Software Engineering, or equivalent experience – Advantage.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

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.