Product Health Analyst

Req number: R6192

Employment type: Full time

Worksite flexibility: Remote Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary We are seeking a highly skilled and resourceful Product Health Sr. Analyst to support and optimize our gaming systems across the fleet. This role is critical to ensuring the health and performance of our slot and table gaming platforms, with a focus on incident management, system reliability, and vendor coordination. The ideal candidate is a proactive problem-solver who thrives in dynamic environments and can think beyond documented processes to resolve complex technical issues.

Job Description Job Title: Product Health Sr. Analyst – Gaming Systems

Department: Global Enterprise Technology - Shipboard Products

Reports To: Sr. Manager, Product Health

Shift: 3rd Shift (Flexible) | Rotating 24x7 On-Call Support

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Position Summary:

We are seeking a highly skilled and resourceful Product Health Sr. Analyst to support and optimize our gaming systems across the fleet. This role is critical to ensuring the health and performance of our slot and table gaming platforms, with a focus on incident management, system reliability, and vendor coordination. The ideal candidate is a proactive problem-solver who thrives in dynamic environments and can think beyond documented processes to resolve complex technical issues.

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Key Responsibilities:

Incident Management:

Lead and manage P4–P1 priority incidents across gaming systems.

Serve as a primary escalation point for major incidents, ensuring timely resolution and communication.

Participate in 24x7 on-call rotation for critical system support.

System Expertise & Troubleshooting:

Maintain deep technical knowledge of Aristocrat (ATI) Super Playmate, Oasis slot systems, and Bravo Tables.

Troubleshoot and resolve back-end server and database issues related to gaming platforms.

Investigate and resolve complex network-related problems impacting gaming operations.

Audit & Reporting:

Support and validate Super Playmate loyalty system operations and reporting.

Assist in audit processes and ensure data integrity across gaming systems.

Vendor & Stakeholder Collaboration:

Work closely with external vendors and internal teams to coordinate fixes, upgrades, and enhancements.

Provide technical insights and recommendations during vendor meetings and system reviews.

Continuous Improvement:

Identify gaps in documentation and processes; develop creative solutions to improve system reliability and support.

Contribute to knowledge base and training materials for team development.

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Qualifications:

5+ years of experience in gaming systems support or IT operations, preferably in hospitality or cruise industry.

Strong working knowledge of ATI Super Playmate, Oasis, and Bravo Tables.

Experience with server infrastructure, databases (SQL preferred), and network troubleshooting.

Proven ability to manage high-priority incidents under pressure.

Excellent communication and vendor management skills.

Ability to work independently and think critically in ambiguous situations.

Willingness to work flexible hours, including 3rd shift and rotating on-call support.

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Preferred Skills:

Experience with cruise line gaming environments.

Familiarity with loyalty systems and gaming audit processes.

Certifications in ITIL, SQL, or network administration a plus.

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or – 8111.