Hosted Services Operations Manager
GTech - Austin, TX

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OVERALL OBJECTIVE AND PURPOSE
This position is responsible for the 24x7x365 daily operations, performance and management of the web based hosted services out of the Austin DCA facility. Oversee a team of operators and Operations support staff for ongoing production support and development systems support in terms of equipment maintenance, server administration, system administration and audit controls. Coordinate support work for GTECH Web facing offerings for multiple jurisdictions.

PRINCIPLE DUTIES AND RESPONSIBILITIES
  • Ensure datacenter best practices and standards linked to ITIL disciples such as incident tracking, problem , change, capacity and business continuity and disaster recovery management
  • Directs the activities of the operations team by scheduling employees, delegating tasks, overseeing workflow and making adjustments as needed, enforcing work-related corporate and departmental policies/ procedures practices and effectively communicating changes that affect employees’ work.
  • Participate in the development of IT strategies in collaboration with Corporate Infrastructure and Player Direct project teams.
  • Assists with establishing policies and procedures pertaining to database management, security, maintenance and utilization.
  • Coordinate and assist network uptime, providing guidance and troubleshooting expertise on both LAN and WAN infrastructures
  • Coordinates and manages releases to web, app and back office products.
  • Understands database backup/recovery procedures and develops backup scripts.
  • Coordinates, executes, validates, tracks, follows up on, and escalates internal and external customer requests according to established guidelines
  • Provides training, mentoring, and coaching to assigned Ops Analysts and System Administrators through free flow of information, encouraging and appropriately evaluating feedback, encouraging innovation, and inspiring / motivating others.
  • Delegates tasks to assigned Ops Analysts and System Administrators, oversees workflow of team, and effectively communicates changes that affect employees’ work with limited supervision.
  • Contributes to the performance feedback for assigned Ops Analysts, System Administrators and Operator staff
  • Provides after hours support as required.
  • Attends regular team meetings, provide oral and/or written project work updates.
  • Prepares budget and/or participates in budgeting process. Builds a business case to support funding needed to meet the department’s goals.
  • Completes HR-related administrative processes for his/her team such as overseeing compensation/payroll process and partnering with Human Resources to administer changes in employees’ status, such as promotions, transfers, leaves of absence and terminations of employment

SCOPE †Complexity: Functions Responsible for or Influenced Low / Moderate – influence on database structure and administration

†Diversity: Locations Responsible for or Influenced
Low / Moderate – influence on all sites

†Typical Job Problems and Difficulties
Client operational issues, planning coordindation and after hour support.
† Financial Accountability
Low / Moderate – Mistakes could lead to downtime, etc

†Freedom to Act
Generally works under limited supervision or direction. Determines and develops approaches to solutions. Follows standard Request for Change policies as well as IT best practices before any implementation and/or changes are performed.

MANAGEMENT
†Job Reports to (direct)
Sr. Operation Manager

†Job Reports to (indirect)
Sr. Director, Operational Services

†Direct Reports to Job
Operations Analyst, System Administrator, Operator staff

†Authority for Staff Managed
Coordinate support efforts of Ops support staff for Player Direct

†Indirect Reports (influenced)
N/A

†Level of Complexity for managing/organizing staff
Medium/High – Directs work effort in complex, changing technical environment

GENERAL

†Extent decisions governed by procedures or referred up
High – majority of actions dictated by policy / procedure or must be escalated to management for resolution

†Standard requirements for research and analysis
Frequent – 2nd and/or 3 rd tier troubleshooting of problems and reporting according to established procedures with minimal supervision

†Opportunity and consequence of typical errors (supervision)
Frequent with moderate/high impact - jurisdictional SLA’s dictate level of escalation to minimize financial penalties.

†Frequency and complexity of internal business contacts
Low to Medium with low/moderate complexity – work with application support staff several times a week.

†Frequency and complexity of external business contacts
Frequent with low impact – deal with vendors periodically

†Physical (% time: travel, operating machinery, environmental etc.)
Minimal physical requirements – low travel, work in environmentally controlled computer room. May be asked to travel occasionally for specific project and/or career development opportunities.

JOB REQUIREMENTS

EDUCATION

†Minimum education
Four year Bachelor's degree with a technical major or equivalent experience. Systems, Server and/or or network certifications preferred

†Years Experience
5 + years of data center networking, system administration and /or management.

†Minimum leadership knowledge and skills requirements:
  • Demonstrates strong performance leadership skills including the ability to coach/mentor, deliver training, inspire and motive others, objectively assess the performance of others and provide balanced feedback
  • Displays the ability to lead the work of others effectively. Delegates work appropriately. Effectively leads and supports change.
  • Demonstrates the ability to conduct effective behavioral and technical interviews.
  • Demonstrates strong customer relations management skills. Exhibits professional and customer appropriate communications. Listens effectively, identifies customers’ needs and responds appropriately. Demonstrates knowledge of techniques needed, and experience in dealing with difficult or demanding customers
  • Displays advanced written and verbal communication skills, including technical writing skills and the ability to present information in a professional and engaging manner.
  • Promotes teamwork and cooperation and builds strong relationships at all levels. Effectively collaborates and negotiates.
  • Organizes and plans work effectively on both a strategic and tactical level. Balances priorities among stakeholders
  • Exhibits strong business analysis skills and sound judgment.
  • Identifies opportunities to implement new or modified approaches to resolve problems and maximize opportunities
  • Achieves results in a high pressure environment. Sets high goals for self and others and demonstrates a strong sense of urgency.
  • Effectively implements and manages processes
  • Demonstrates financial acumen, including a strong understanding of financial metrics and indicators and the ability to analyze financial data.
  • Displays a good understanding of employee relations/legal requirements.

†Minimum technical knowledge and skills requirements:
  • Leadership development and project management experience
  • ITIL foundation training
  • Advanced knowledge of IP protocol and LAN topology
  • Advanced knowledge of industry and local audit requirements
  • Advanced knowledge of change and incident management tools
  • Ability to detect, analyze, troubleshoot and escalate system and server incidents
  • Experience in automation tools and scripting. Ideally the use of IBM Tivoli.
  • VMware administration and implementation of auto recovery of virtual environments
  • Experience using VMware 4.0 and above
  • Experience interfacing with Apache & JBOSS
  • Experience in IBM Java
  • Working knowledge of FTP/SFTP protocols

†Special training requirements
  • Basic Finance
  • Introduction to CMMI

†Other skills
  • Exhibits professional and customer appropriate communications (written and verbal). Listens effectively and demonstrates empathy and understanding of others’ concerns. Demonstrates knowledge of techniques needed, and experience in dealing with difficult or demanding customers
  • Displays advanced technical writing skills and presents information in a professional and engaging manner.
  • Organizes and plans work effectively on both a strategic and tactical level. Balances priorities among stakeholders
  • Effectively resolves complex issues by reviewing and analyzing relation information, diagnosing, evaluating options and implementing solutions. Exhibits sound business judgment and exhibits common sense
  • Identifies opportunities to implement new or modified approaches to resolve problems and maximize opportunities
  • Completes work in a thorough, accurate, well thought out, and timely manner and with attention to detail
  • Demonstrates high degree of ethics, integrity and confidentiality at all times.
  • Displays initiative and self-motivation. Sets high goals for self and others and demonstrates a strong sense of urgency. Achieves results in a high pressure environment

†Other requirements
  • Must be able to support 24X7X365 operations as required to include holiday and weekend work as needed.

GTECH - 17 months ago - save job - block
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