L3 Engineer - iSeries
The Venetian Resort Hotel Casino - Las Vegas, NV

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The primary responsibility of the L3 – Engineer, iSeries is to provide iSeries support for all L3 escalations and provide technical leadership and acumen to the global LVS IT organization to optimize assets and plan for the infrastructure required to support operational growth. This role is an individual that is an expert in the iSeries platform and is not intended to be a part of the regular production support process, but is occasionally called upon to assist with incident resolution (Crisis Management).

Additional requirements for this position include the development and execution of a long-term global plan to determine what standardization can be achieved versus what is customizable by property. This position requires strategic vision and planning and decision-making capability as well as active participation and resolution of critical production issues in their global technical environment.

All duties are to be performed in accordance with departmental and Las Vegas Sands’ policies, practices, and procedures.
  • Responsible for providing Systems Engineering in Planning, Engineering Processes, Architecture, System Documentation, System Deployments and Strategic System Support – to include producing the following types of plans: Technical, Implementation, Standard Operating Procedures (SOPs), Support Plans, Requirement Management Plans, System/Cost effectiveness Plans, Risk Management Plans
  • Provide support in producing complex systems to fulfill mission requirements as well as System Integration Support, System and System Integration Development, Technical Evaluations and Inspections, Technical Exchange Meetings to include the following types of plans: System Integration Plans, Site Management Plans, Inspection Reports and Technical Evaluation Reports, Knowledge Repository, Technical Exchange Reports
  • Support in Testing and Development; Test Planning; Test Requirements Analysis; Test Plans and Procedures (system, subsystem and unit level); Test Execution; Test Automation; Test Reporting; Test Consultation; Test Data; and Development Engineering Support
  • Provide life cycle support for Product Line Engineering; engineering requirements; data flow optimization and operational support; system administration support; trouble shooting and testing support; hardware and software engineering support; training support; development support; task deliverable support
  • Participate in Crisis Management, continuous improvement, knowledge management and other key processes as required
  • Lead an interdisciplinary team globally to design, analyze and test platform changes and improvements
  • Provide deep technical expertise for IT infrastructure in support of the in production systems and platforms
  • Responsible for coordinating with and managing Level 4 support in accordance with the agreements and contracts with manufacturers, carriers, and 3 rd party vendors
  • Determine vendor support strategies for technical platform and evaluate and provide corrective action plans on vendor performance - this includes the effective development of vendor scope of work, definition of service levels and decision making for vendor selection
  • Evaluate and determine technical skill improvement areas for all global resources in the assigned technical discipline – provide direct feedback on Level 1 and Level 2 resources related to technical deficiencies and improvement strategies for resources
  • Develop and deploy standard technical procedures globally for the assigned global resources in the technical discipline
  • Develop a technical global strategy and execute a plan that drives a standard global infrastructure platform
  • Act as key decision-maker on the strategy and future planning of technology platform and approach to provide high availability service requirements
  • Provide root cause analysis and develop and execute corrective action plans for resolution of complex technical issues related to platform and service performance disruptions
  • Perform infrastructure architecture development for assigned platform
  • Provide analysis through integration and test for assigned technical discipline
  • Perform trade and industry studies on best technical practices and application to LVS technical environment
  • Create requirement and design specifications for assigned technical platform
  • Perform simulations and develop effective disaster recovery and failover strategies
  • Level 3 Incident and Service Request Common Responsibilities
    • Handle non-repeatable, complex and highly technical incidents that require significant investigation, root cause determination and resolution planning to execute
    • Serve as the final level of technical escalation and own all assigned (not collaborative) incidents until closure
    • Define and maintain monitoring strategy and expectations for L1 and L2
    • Support disciplines/verticals that correspond to the work queues as defined in the ticket management system
    • Author known solutions for the knowledge base cases for new incident and service request types and edit/approve cases authored by the lower support Levels
    • Manage minor projects that are identified if a solution is unknown and needs to be identified and documented
    • Validate solutions, develop and conduct just in time training for L2/L1 for knowledge transfer
    • Investigate trends in repeatable issues at L2 and L1 and determine root cause issues
    • Create, manage and assist L2 on acting on the scorecard on key performance indicators regarding systems and environments
    • Assist in clearing backlog when the incident volume surges
    • Provide guidance for incident related operational projects (fix a large technical trend) and large impact activities (e.g., virus, storage, DR issues)
    • May declare a “Crisis Impact” severity and route the incident according to the Crisis Management process
    • Author known solutions for knowledge base tickets upon discovery of new incident and service request types and potentially support the editing/approval of tickets authored by the lower support levels
    • Collaborate on incidents with 1) other Level 3 resources, 2) third-parties and 3) designated client contacts
  • Level 3 Application Support Specific Activities
    • Analyze and resolve issues that have not been/cannot been resolved at L2 or have exceeded critical SLA gates
    • Oversee incident review and analysis to ensure maximum up time and systems availability
    • Manage vendor incident support and coordination to resolution
    • Handle or escalate any unsolved issues to senior management in a timely manner
    • Follow software configuration process to maintain application source codes
    • Develop Known Solutions documentation for Bug Fixes and develop Knowledge Cases for review and move to production
    • Provide troubleshooting as third-level support to in-house developed applications and determine resolutions
    • Design, develop, and debug critical L3 issues for supported application
    • Develop technical specifications and perform effort estimation of L3 bug fixes
    • Perform unit testing and verification on critical L3 fixes prior to being issued to QA
    • Coordinate the installation and implementation of critical L3 fixes
  • Level 3 Infrastructure Support and Operations (Engineering) Specific Activities
  • Advise and perform tasks on major projects as a collaboration with L2
    • Provide Business Relationship Management (BRM) interfacing technical advisory consulting (Pre-Project)
    • Develop back-up and capacity planning strategy, including off-site storage strategy
    • Develop a disaster recovery and role swap strategy and lead the activities related to standard major project requirements and tasks associated to execute the project
    • Establish and manage availability standards by system
    • Establish the global technology standards and align variations that are required for specific jurisdictions;
    • Define service standards in regards to site level and role level for technology and skills
    • Develop a refresh and retirement strategy and establish the budget required;
    • Define the value proposition and implications if retirement strategy is not adhered to
    • Develop detailed project plans, work breakdown structures, milestones and deliverables while collaborating with an assigned project manager for new technology planning and implementations
    • Manage technical major project management and initiatives (BRM activities of Engineering)
      • Resources assigned to approved infrastructure projects
      • Technical project management
      • New technology planning and implementation
      • Internal and business driven requirements
      • Impact - Cost reduction and containment
      • Project assessment and service impact
      • Validate if new requirement is identified in service planning roadmap
      • Manage the outcome of the projects
      • Define on-going support plan and retirement strategy
  • Collaborate with BRM to identify and prioritize business driven requirements; work with Architecture (CTO Function) to identify and prioritize internally driven requirements
  • Complete project assessments and service impacts and infrastructure cost reductions and containment on a periodic basis to identify opportunities for improvement and establish business case and follow an internal BRM process
  • Define and implement service planning strategies for both internal and external supplied solutions
    • Service Planning for Technical Platform Architecture and Standards
      • Strategy Planning
      • Technical planning and design
      • Roadmap Definition
      • Vendor Interaction
      • Scenario Planning
      • Testing and Validation
      • Business Case Development and Execution
      • Catalogue Service Definition
      • Technical and Service Standards

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