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Mgr Technical Support I

Location: 

Austin, TX, US, 78754

Requisition ID:  9246

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.

Responsibilities

 

Responsible for managing the network operations support team across North America Lotteries and a subset of international customers. Ability to support a 24X7X365 operation which includes holidays and weekends, as needed.

 

  • Plans assignments for respective staff and tracks progress.
  • Responsible for budget management.
  • Drive operational improvement to increase efficiencies in alignment with Product and Architecture teams.
  • Support Lottery Americas with network automation and monitoring tools.
  • Maintain and manage release management process and adhere to network release standards and processes.
  • Responsible for Network Operations Support Team including but not limited to procedures, installs, new services, and checklists.
  • Oversee and provide operational readiness in conjunction with Production Network Support.
  • Respond to incidents to remediate issues and restore service.
  • Manage projects regarding operational efficiencies, best practices and IT standards.
  • Responsible for developing solutions for DCA ISO 2000.
  • Interacts with Lottery customers and 3rd party vendors during Incidents and strategic planning phases.

 

Qualifications

Education

Bachelor's Degree in Computer Science, related field or equivalent job experience.

6 + years technical experience with at least 4 years in a management or project leadership role

Other Special Requirements (Preferred):

  • ITIL foundation training and certification
  • ISO 20000 process and procedure
  • Understanding of IGT and local logical security policies and procedures and log review process.

Skills:

  • Strong leadership skills including the ability to coach/mentor, deliver training, inspire and motivate others and provide balanced feedback
  • Project management
  • Strong relationship-building
  • Excellent communication skills (written and verbal)
  • Effective negotiation skills
  • Attention to detail          
  • Knowledge and experience in conducting behavioral and technical interviews

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, and free identity theft insurance.
IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.


Nearest Major Market: Austin