Sr Problem Manager, Quality Incident Management & Analytics (QIMA)

Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

The Quality Incident Management and Analytics (QIMA) Senior Problem Manager will help drive the quality strategy for organizational field incidents. This role involves the triage, oversight, and closed-loop resolution of field quality concerns, ensuring not only timely resolution of issues but also root cause analysis and tracking the implementation of preventative measures. It requires a deep understanding of ITIL Problem Management processes, data analysis, reporting, and impact analysis to help ensure product reliability and customer satisfaction.

Essential Job Functions:

• Act as the primary point of contact for field quality concerns.

• Ensure the collection of all correct and relevant information related to escalated quality issues.

• Coordinate root cause analysis and impact assessments to understand incident origins and impacts, fostering continuous improvement and implementing closed loop preventative measures.

• Facilitate robust communication and coordination with R&D, Operational, and Service teams to accurately reproduce and address incidents.

• Triage and prioritize field quality issues based on severity and impact.

• Collect and analyze field data to identify patterns, trends, and areas for improvement before they escalate into incidents.

• Utilize statistical tools and techniques to interpret data and derive actionable insights.

• Create and maintain detailed reports and dashboards to communicate findings and recommendations.

• Maintain the Problem Management process and associated tools and templates.

• Champion a best-in-class customer experience through prompt and clear communication, driving timely resolution of field incidents.

• Develop and implement innovative analytical methodologies and frameworks to optimize data insights and drive continuous improvement.

• Provide regular updates and reports to senior management and business stakeholders on the status of field quality incidents and emerging trends.

Education / Experience:

• Bachelor's degree in Business Management, Computer Information Systems, Engineering, or related field. Relevant certifications such as ITIL, CQE, Six Sigma, PMP, or data analytics certifications are advantageous.

• 3+ years of experience in Problem Management, preferably in a senior or advanced role, with strong emphasis on data analytics.

• Gaming experience desirable.

• ITIL Certification is a plus.

Knowledge, Skills and Abilities:

• Extensive experience applying RCA methodologies and tools such as Fishbone/Ishikawa or Five Whys.

• A deep understanding of the ITIL problem management process.

• Proficiency in data analysis and statistical techniques.

• Excellent problem-solving skills and attention to detail.

• Analytical mindset with strong background in data analysis and reporting.

• Experience managing ad-hoc cross-functional teams.

• Strong communication and interpersonal skills to work effectively with cross-functional teams.

• Inquisitiveness and the desire to seek the origin of quality incidents.

• Experience with quality management systems (QMS) and continuous improvement methodologies.

• Knowledge of industry standards and regulations related to gaming.

• Experience with troubleshooting complex hardware and software issues.

• Ability to adapt to changing priorities and manage multiple tasks in a dynamic environment.

• Excellent verbal and written communication skills for effective interaction with stakeholders at all levels.

• Detail-oriented with commitment to gather accurate and comprehensive information.

• Comfortable working across time zones in a global enterprise.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions:

• The work conditions are representative and typical of similar jobs in comparable organizations.

• Possible domestic and international travel

Light & Wonder and its affiliates (collectively, L&W) are engaged in highly regulated gaming businesses. As a result, certain L&W employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.