Sr. Technician - Network Operation Center

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Date: Jul 2, 2019

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview:

As a Network Operations Center (NOC) Technician III, this position is responsible for leading the incident management process, addresses the disposition of tickets from customer support, interprets alerts generated by monitoring systems, coordinates communications between groups and with Senior IT management, defines the process for problem classification, troubleshoots and is the internal escalation point. This role engages and escalates to higher level technical resources as needed after initial identification and triage. Team Members in this role are responsible for mentoring, training and preparing less senior team members for their role in the communications, incident and event management as well as documentation associated with major incidents.

 

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

Essential Duties & Responsibilities:

Key Responsibilities

  • Monitor the infrastructure environment and application services for stability and performance in order to maintain 24x7 operations and resolve service impacts as they occur.
  • Manage a queue of work requests to meet service levels and KPI objectives.
  • Resolve incidents efficiently and collaborate with peer technical staff and service providers to facilitate efficient time to resolution in accordance with established processes and procedures.
  • Document problem descriptions and detailed problem diagnosis with accuracy and compliance with established practices. Review and where necessary update the tracking of problems in known error database system.
  • Lead root cause analysis and post incident review processes.

 

 

Key Processes

  • Execute defined procedures to fulfill role in Incident, Problem and Change processes and diligently perform required communications as required by Incident Commander and IT Operations Communications processes.
  • Monitor and test system performance, capacity and prepare and deliver system performance statistics and reports.
  • Conduct research on system platforms, architecture designs, services, and standards to remain abreast of developments in the enterprise computing industry.
  • Review and conform to policies, procedures and technology designs to ensure security and integrity of the enterprise compute environment.
  • Perform server and security audits, system backup procedures, and other recovery processes in accordance with the organization’s disaster recovery and business continuity strategies.
  • Develop, implement and approve job aides, process and procedures for documentation as it relates to system configuration, inventory, data mapping, processes, and service records.
  • Perform all work in a manner to ensure interoperability and maintain regulatory compliance of enterprise computing systems.
  • Exercise discretion and judgment based on available information related to tasks assigned.

 

Consistent and regular attendance is an essential function of this job

 

Performs other related duties as assigned

Additional Duties & Responsibilities:
Additional Duties & Responsibilities:
Additional Duties & Responsibilities:
Minimum Qualifications:
  • 21+ years of age
  • Proof of authorization/eligibility to work in the United States
  • Associates degree in MIS or similar technical program or acceptable industry and work experience
  • 5+ year’s demonstrable experience in the implementation, and support of infrastructure systems, networks, applications, and related technologies.
  • Experience with Microsoft server operating systems, VMware and related technologies.
  • Support experience with high availability solutions such as: clustering and data replication,
  • Experience working in a highly regulated environment (MICS, PCI, SOX)
  • Training and experience with ITSM practices.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Good written and oral communication skills; good interpersonal skills.
  • Excellent analytical, problem-solving, and mathematical skills.
  • Logical and efficient with a keen attention to detail.
  • Flexibly to adapt to a changing environment while under pressure
  • Strong customer service orientation.
  • Must be a self-starter that is reliable, punctual, and consistent with experience working in a team-oriented, collaborative environment
  • Ability to interpret technical drawings and specifications related to enterprise computer system configurations.
  • Familiarity with systems configuration, security principles, and maintenance best practices.
  • Technical skills implementing and supporting AD, DNS, DHCP, NTP, SMTP, SFTP, SCP, SSH, Email, IIS
  • Advanced competence with monitoring tools, techniques, alerting and notification processes.
  • Skills and experience with PowerShell and Batch commands.
  • Competence with fault isolation, testing procedures, and data mapping tools
  • Knowledge of TCP/IP fundamentals and commonly-used network protocols (MPLS, IPv6, Multicast, OSPF, BGP, IS-IS)
  • Effective troubleshooting skills related to LAN/WAN networking, AD security and group policy application, file systems and permissions and file transfer techniques.
  • 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 and Palazzo Unmatched Guest Service Standards.
  • Work varied shifts, including weekends and holidays.

 

 

Technical Certifications preferred

  • Current, relative industry certifications and continuing education are preferred (MCSA, CCNA, Network+, Server+, ITIL)
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
  • Occasional inspection of cables in racks, floors and ceilings.
  • Occasional requirement to work within the environmental conditions of a computer data center and the related noise, temperature and humidity exposures of those environments.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.


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