Manager Systems Engineer in Las Vegas, NV at Wynn Careers

Date Posted: 4/10/2020

Job Snapshot

Job Description

The IT Systems Engineering team is both a plan/design/build and 24x7 support organization within the Information Technology department. This support group is currently staffed with 5 Engineers and multiple contract resources responsible for providing 5 Star Solutions and Service to our business units.

 



Job Description

The Systems Engineering Manager role is responsible for managing all engineering and contracted staff as well as governing systems managed services contracts.  The role acts as the owner of the entire plan/build process within the Systems Engineering discipline and ensures partnership for the run process with the IT Shared Services Operations (SSO) teams.   Further, the role provides oversight and management of day-to-day support activities for the IT Systems Engineering team.



Responsibilities

  • Oversight of requests, incidents, major incident, knowledgebase and problem modules in ServiceNow for the Systems Engineering team
  • Participate in all critical/major incidents including but not limited to providing communication updates to the (SSO) team
  • Act as escalation point for all requests and incidents related to Systems Engineering
  • Develop, maintain and train on processes such as:
    • Systems Infrastructure Architecture
    • Systems Infrastructure Engineering
    • Systems Infrastructure Build and Configuration
    • Systems Infrastructure Monitoring and Operations
    • ITSM ticket escalation for Systems requests/incidents/problems
    • SLA review and improvements as needed
    • Root cause analysis for Problem Tickets
    • Continuously evaluate/refine Systems Engineering procedure development and implementation balancing industry best practices with corporate culture.
  • Train, coach and mentor Systems Engineering staff including career development.
  • Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
  • Schedule employees working times and provide backup support. Interact with internal and external vendors as needed.
  • Build, maintain, measure, report, and improve on all performance metrics.
  • Oversee Solutions repository and ensure top quality solutions are created for business partners
  • Develops an effective and workable framework for managing and improving customer IT Systems Architecture and Engineering solutions
  • Review ITSM survey feedback to improve services, tools and support experience.
  • Follow and adhere to internal IT Policy and Procedures as appropriate.
  • Perform other management assigned tasks as required

Job Requirements



Skills and Knowledge

  • Minimum of 8 years in Information Technology (IT) operations and/or Systems Services management
  • Hands on experience with fast paced, technical environment.
  • Excellent customer service skills are required.
  • Familiarity with ServiceNow is a plus
  • Expert knowledge of current technologies and hardware capabilities of virualized and physical deployments in an on-premise, co-located, and/or cloud environment.
  • Knowledge of internal IT audit, SOX, PCI, and Gaming procedures and processes are preferred.
  • Excellent verbal and written communication with all levels of the enterprise is essential.


Requirements

  • Appropriate educational background in relevant subject matter
  • Minimum 5 years of supervisor role with IT individuals
  • Experience in gaming, hospitality and retail systems is desirable.

 



Hiring Considerations

  • Candidates will be required to work different days/hours as necessary and be flexible around the needs of the business

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