Senior Manager - System Support

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Date: Jan 27, 2021

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview:

The primary responsibility of the Senior Manager - Systems Support is to lead and manage the Systems, and Database Engineer teams as well as oversee the security, reliability, performance, availability, and scalability of the entire IT Infrastructure.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures. 

Essential Duties & Responsibilities:

  • Oversee the prioritization and allocation of work across the Systems, and Database Engineer teams to ensure the systems and database platform is available to the Infrastructure Teams and to the agreed Service Level Agreements (SLA).
  • Work collaboratively with the Business and IT to recommend aligned solutions in order to support the business goals and Company objectives.
  • Coordinate and collaborate on incidents and service requests with other resources including Solution Analysts, Development, Infrastructure, iSeries, Storage, QA, and Network.
  • Escalate application service requests to appropriate resource or vendor. Follow up to ensure timely response.
  • Administer infrastructure resources - servers, clusters, networking (DNS, LTM, and DHCP), databases, and OS platforms (Windows, Linux).
  • Prioritize service requests.
  • Collaborate with Product Managers (local/global) and Architects to negotiate and prioritize minor projects, and collaborate with resource management for Infrastructure Analysts assigned to major projects.
  • Assign resources to smaller scale projects that add minor functionality, enhance existing capabilities, install minor package software/hardware upgrades and patches, or correct bugs depending upon scale and complexity of upgrade.
  • Provide onboarding and on-going training for Database and System Engineer Team Members. Implement effective strategies to improve performance.

Additional Duties & Responsibilities:

  • Analyze service requests and maintain performance metrics to identify areas for continuous improvement. Implement a strategy to execute the improvement plan. Provide status reporting and results of continuous improvement efforts.
  • Oversee the full technology and software lifecycle development and implementation program and technical activities to ensure successful project execution and meeting requirements.
  • Participate in Crisis Management, continuous improvement and knowledge management.
  • Schedule resources to ensure 24x7, coverage of all critical applications.

Additional Duties & Responsibilities:

  • Align resources to specific platforms/subject matter expertise.
  • Manage queue of service requests to ensure timely response and effective support.
  • Continuously build out knowledge base of systems support troubleshooting resolutions and information to support intelligent decisions, self-learning, reasoning and explanations for corrective actions taken.
  • Coordinate service request activities that require multiple providers, including third party contractors, client business units, and any support personnel that require parallel or serial actions.
  • Manages responsibilities for the department to include: hiring of new Team Members, promotions, creating a work environment that promotes teamwork, performance feedback, discipline, recognition, and termination. 
  • Cross-train and develop skills of staff to include succession planning.
  • Manage delivery of minor projects to ensure they are on time and on budget.
  • Consistent and regular attendance is an essential function of this job.
  • Safety is an essential function of this job.
  • Performs other related duties as assigned.

Additional Duties & Responsibilities:

Minimum Qualifications:

  • 21+ years of age
  • Bachelor’s degree or work experience equivalent in relevant discipline
  • Proof of authorization/eligibility to work in the United States
  • Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in oral and written form.
  • Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts.
  • Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards.
  • Maintain consistent adherence to The Venetian Resorts Unmatched Guest Service Standards.
  • Work varied shifts, including weekends and holidays.
  • 10+ years’ experience in ITIL Service Delivery and Support, preferably with a formal ITIL qualification or certification
  • 8+ years’ experience with a variety of technology platforms (i.e., Wintel, Virtualization, MS Stack, VPN, Firewall, switches) is preferred
  • 5+ years’ experience in similar team leader (or equivalent) role; management of service delivery and support application activities and resources preferred
  • 5+ years’ experience with service desk tools and workflow processes
  • 3+ years’ experience with problem and resolution management and other service delivery and support methodologies
  • Strong understanding of ITIL change management processes
  • Experience with casino and hospitality applications knowledge is preferred
  • Leadership of cross-functional teams
  • Strong organizational skills, customer service focus, attention to detail, and process orientation
  • Ability to communicate clearly and concisely, both orally and in writing
  • Ability to distill and present information to business community in non-technical terminology
  • Ability to lead and motivate others
  • Business analysis skills, with the ability to forecast implications and provide consultative recommendations and solutions
  • Ability to set priorities, meet deadlines and manage projects
  • Flexibly adapt to a changing environment

Physical Requirements:

  • Work in a fast-paced, results-oriented and ever-changing environment
  • Able to maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts
  • Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members, and outside contacts

Job Segment: Information Systems, Technical Support, Manager, Service Desk, Database, Technology, Management, Customer Service

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