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Light & Wonder - Las Vegas, NV
posted 2 months ago
About the position
The Quality Incident Management and Analytics (QIMA) Senior Problem Manager is responsible for driving the quality strategy for organizational field incidents. This role focuses on the triage, oversight, and resolution of field quality concerns, ensuring timely issue resolution, root cause analysis, and the implementation of preventative measures. The position requires a strong understanding of ITIL Problem Management processes, data analysis, and reporting to enhance product reliability and customer satisfaction.
Responsibilities
- 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.
- Facilitate communication and coordination with R&D, Operational, and Service teams to 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.
- 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.
- Develop and implement innovative analytical methodologies and frameworks to optimize data insights.
- Provide regular updates and reports to senior management and business stakeholders on the status of field quality incidents.
Requirements
- Bachelor's degree in Business Management, Computer Information Systems, Engineering, or related field.
- 3+ years of experience in Problem Management, preferably in a senior or advanced role, with strong emphasis on data analytics.
- 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.
- Strong communication and interpersonal skills to work effectively with cross-functional teams.
Nice-to-haves
- Relevant certifications such as ITIL, CQE, Six Sigma, PMP, or data analytics certifications.
- Gaming experience desirable.
- Experience with quality management systems (QMS) and continuous improvement methodologies.
- Knowledge of industry standards and regulations related to gaming.
Benefits
- Competitive salary
- Health insurance
- 401k plan
- Paid time off
- Professional development opportunities
