ASSISTANT DIRECTOR - IT APPLICATION SUPPORT

Position Overview:

The primary responsibility of the Assistant Director – IT Application Support is to lead and manage the IT Application Support team on a day-to-day basis, covering the spectrum of user support and project delivery to a large community of users. All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

Essential Duties & Responsibilities:

· Manage queue of application service requests to ensure timely response and effective support.

· Manage the prioritization and allocation of work across the team and ensuring applications are available and operating at expected service levels.

· Provide expertise in areas of application/software fixes, performance monitoring, troubleshooting, deployment, and documentation of standards and procedures required for operational support.

· Oversee the administration of software maintenance agreements, budget management, incident management and other support functions.

· Coordinate and collaborate on IT incidents and service requests with other resources as necessary which may include End User Services, Application Development, iSeries, QA, infrastructure, Project Management or other areas.

· Coordinate service request activities that require multiple providers including third party vendors, contractors, client business units, and any support personnel that require parallel or serial actions.

· Escalate service requests to appropriate resource or vendor. Follow up to ensure timely response.

· Prioritize IT service requests, collaborate with business contacts or other internal IT resources to negotiate and prioritize projects, and manage application support resources to exceed expectations on project and support delivery.

· Manage delivery of application-related projects to ensure they are on time and on budget.

· Participate in audits across multiple business areas and ensure remediation of any audit findings as required.

· Provide onboarding and ongoing training for Application Support Team Members. Implement effective strategies to improve performance.

Additional Duties & Responsibilities:

· Continuously build out knowledge base of application support troubleshooting resolutions and information to support intelligent decisions, self-learning, and reasoning and explanations for corrective actions taken.

· 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.

· Participate in Crisis Management, continuous improvement, knowledge management and other key processes.

· Schedule resources to ensure 24x7x365 coverage of all critical IT systems. Align support resources to specific subject matter expertise. Ensure cross-training of critical systems and services.

· Conduct performance reviews and development plans as defined by The Venetian | The Palazzo policy.

Additional Duties & Responsibilities:

· Ensure maintenance and accuracy of documentation related to application support. This includes support documentation, vendor contact information, application database maintenance, SOP’s, etc.

· Serve as Escalation Manager when required and be comfortable assembling and leading a cross-functional team through resolution and drive effective root cause analysis to prevent future issues.

· Deliver full lifecycle management of application support technologies based on IT standards and industry best practices.

· Develop, monitor and execute plans related to application upgrades, application performance, bug fixes, enhancements and other support.

· Recruiting, hiring and continuous training of application support resources.

· Safety is an essential function of this job.

· Consistent and regular attendance is an essential function of this job.

· Performs other related duties as assigned.

Additional Duties & Responsibilities:

Company Standards of Conduct

All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Minimum Qualifications:

· 21 years of age.

· Proof of authorization/eligibility to work in the United States.

· Bachelor’s degree or equivalent work experience in relevant discipline.

· Must be able to obtain and maintain a valid Nevada Gaming Control Board registration and any other certification or license, as required by law or policy.

· 7years’ experience in similar manager (or equivalent) role; management of service delivery and support application activities and resources preferred.

· 2+ years’ experience in ITIL Service Delivery and Support preferred. Formal ITIL qualification or certification a plus.

· 5+ years’ experience in application support, with gaming and/or hospitality systems experience 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.

· Clear understanding of SOX, PCI and other controls and standards within a regulated environment.

· Experience with casino and hospitality business and systems is preferred, including familiarity with NGCB requirements and processes.

· Proven ability to develop innovative solutions to pressing business issues.

· Demonstrated experience managing IT application support for enterprise application systems, business systems and other applications.

· Working knowledge of ITIL processes, incident management, problem management, and customer service.

· Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.

· Must be able to work varied shifts, including nights, weekends and holidays.

Physical Requirements:

Must be able to:

· Lift or carry 10 pounds, unassisted, in the performance of specific tasks, as assigned.

· Physically access all areas of the property and drive areas with or without a reasonable accommodation.

· Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.

· Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.

· Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.

· Work in a fast-paced and busy environment.

· Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.