SR MANAGER - NETWORK SUPPORT (ON-SITE)

Position Overview:

The primary responsibility of the Sr Manager – Network Support is to lead and manage the network team on a day to day basis covering the whole spectrum of network (wired and wireless), firewall, proxy support and minor 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 the prioritization and allocation of work across the team and ensuring applications are available to the user community and to the agreed Service Level Agreements (SLA), the line management and continuous development of capability within the team. 
• Provide expertise in areas of application/software/hardware fixes, tuning, performance monitoring, troubleshooting, deployment, support, and documentation of standards and procedures for the administration of maintenance of all supported environments.
• Manage queue of service requests to ensure timely response and effective support.
• Coordinate and collaborate on incidents and service requests with other engineering and operations resources including Solution Analysts, Development, Infrastructure, iSeries, Systems, QA, Network, and Systems.
• 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.
• Escalate application service requests to appropriate L3 resource or vendor.   Follow up to ensure timely response.
• Prioritize service requests, collaborate with Product Manager (local/global) to 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, minor package software/hardware upgrades and patches, or correct bugs depending upon scale and complexity of upgrade.

Additional Duties & Responsibilities:

• Manage delivery of minor projects to ensure they are on time and on budget.
• Ensure effective hand off of applications from project delivery to service desk and application support.
• Provide onboarding and on-going training for infrastructure support team members.  Implement effective strategies to improve performance.
• Continuously build out knowledge base of systems 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 Incident Management, continuous improvement, knowledge management and other key processes.
• Schedule resources to ensure 24x7 coverage of all critical LVS applications.   Align resources to specific platforms/subject matter expertise.  Ensure cross-training of critical applications.
• Conduct performance reviews and development plans as defined by LVS policy.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Company Standards of Conduct

All 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.
• High school diploma required.
• Bachelor’s degree preferred.
• Must be able to obtain and maintain a Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy. 
• 8+ years’ experience with a variety of technology platforms (e.g., Routing, Switching, VPN, Load Balancing, Proxies and Firewalls) 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
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• 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 20 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.