We seek a highly skilled and detail-oriented Problem Manager to join our dynamic team. The ideal candidate will have a strong background as a problem manager or related role (Senior Service Ops/ Tech Support engineer) with a proven track record of writing detailed and well-crafted incident report documents. In this role, you will be responsible for end-to-end ownership of NG postmortem/IR processes, managing the lifecycle of all problems, identifying underlying causes of incidents, and preventing recurrences.

What You'll Do

Investigate and analyze resolved incidents to determine the underlying root cause and contributing factors.

Identify recurring incidents and potential problems to prevent future occurrences.

Perform thorough impact analysis to assess the consequences of incidents on business operations and user experience.

Manage the entire lifecycle of problems, from identification to resolution.

Maintain a Known Error Database (KEDB) to capture and manage information about known issues and their resolutions.

Work closely with teams to implement preventive measures and improve overall system reliability.

Craft detailed and comprehensive Incident Report documents.

Ensure documentation is accurate, clear, and suitable for various stakeholders, including technical and non-technical audiences.

Utilize strong verbal communication skills to present incident reports and findings to both internal teams and external customers.

Role Specifics

This role does not involve on-call responsibilities, and working hours are regular.

What We're Looking For

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field.

Proven experience (3 years+) as a problem manager or related role (Senior Service Ops/ Tech Support engineer).

Strong analytical and problem-solving skills with an emphasis on attention to detail.

Excellent written and verbal communication skills, with the ability to communicate complex technical concepts to a non-technical audience.

Experience in writing detailed incident report documents and root cause analysis reports.

A strong understanding of how infrastructure is set up and how its parts work together seamlessly.

A robust comprehension of the daily operations within the Technical Operations department, mainly performed by IT and DevOps, with a keen awareness of how these activities can influence system stability.

Proven experience with the monitoring tools (Datadog preferred, Coralogix, Elastic, etc.).

Proven experience with the ITSM tool (Jira Service Management preferred).

Ability to work collaboratively in a team environment and interact effectively with diverse stakeholders.

Certification in ITIL, problem management, or related areas is a plus.

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.