Director of Apps & Support Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 10/15/2021

Job Snapshot

Job Description

Encore Boston Harbor is a luxury global destination gaming resort that features 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, ultra-premium spa, luxury retail, high-end dining, and state-of-the-art ballroom and meeting spaces. At a total cost of $2.6 billion, it is the largest private single-phase development in the history of the Commonwealth.  Situated on the waterfront along the Mystic River and connected to Boston Harbor, Encore Boston Harbor includes a six-acre park along the water that features a harbor walk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk.  

The Encore Boston Harbor Director - Apps & Support will oversee the full lifecycle of applications and project management. This position is responsible for solutions delivery, operation, and maintenance for the organization. Work closely with the IT Executive Groups comprised of Encore Boston Harbor’s sister properties on major elements of technology standards. These responsibilities include, but are not limited to; implementing the department strategy and ensuring alignment with overall Encore Boston Harbor strategy; maximizing opportunities for departmental and company success; maintaining all Encore Standards; and ensuring excellent guest and team member experience


  • Mentor IT staff on best practices for IT application life cycle and project management.
  • Provide 24x7x365 operations for all application platforms that include on-prem and in the cloud.
  • Provide thought leadership in the proposal and design of support services
  • Track record of success building teams with a proven ability to 1) attract top operational talent, 2) build, manage and motivate high performance teams of highly technical employees, and 3) set clear objectives and reward outstanding performance
  • Develop, oversee and perform advanced level support.
  • Conduct system outage analysis and prepare after action reports to prevent the re occurrence of incidents.
  • Provide communication through all tiers of support to ensure incidents are resolved expeditiously.
  • Communicate effectively with all levels of IT, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause issues.
  • Leverage deep functional knowledge to lead the team in triaging and escalate issues as appropriate for the business context
  • Leverage operations data & trends to identify areas for continuous improvement and process maturity.
  • Maintain quality of service by establishing and enforcing organizational standards.

Education and/or Experience: 

  • Bachelor’s degree required or equivalent work experience.
  • 8+ years of experience in IT application management with increasing levels of responsibilities and minimum 5 years in leadership positions
  • Experience managing or overseeing projects to implement property level business applications for a large (5,800-plus FTE) property experience operating those applications
  • Experience with complex 24/7 operation
  • Applications Support experience, including capacity planning and forecasting, risk management, incident response and recovery, and business continuity
  • Proven ability to implement processes and systems to proactively manage incidents and reduce their occurrence.
  • Experience with Cloud computing (Azure/AWS, Google Cloud), including IaaS, PaaS, SaaS concepts and the ability to articulate these concepts to technical and non-technical audiences.
  • General Cyber Security, SOX Compliance, PCI and Data Privacy (GDPR) experience
  • Track record of success in maturing IT services, improving IT security and compliance, as well as managing IT costs.
  • Experience developing high performance teams, managing performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Ability to drive the ideal IT operations strategy through strong organizational leadership
  • Ability to facilitate discussions with technical teams on system-wide considerations, drive improvement and efficiencies, and provide overarching leadership to cross-functional teams.

Job Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Age, Gaming and Certifications:

21 years of age or above.

Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.


Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language is a plus.  Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and group situations.

Mathematical Skills & Reasoning Ability:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.  Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to analyze financial data to forecast, model, and succinctly present to senior management alternate scenarios to consider.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least thirty (30) pounds, and varied instances of standing/walking. 

Work Environment:

The work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is typically moderate. When on the casino or property floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
  • Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules to reflect the business needs of the property.

Reliable, consistent, and punctual attendance is required. 

In accordance with our host and surrounding community agreements, we will give preference to properly qualified residents of the cities of (1) Everett, (2) Malden, and (3) Boston, Cambridge, Chelsea, Medford, and Somerville.


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