Senior Manager - Application Support

The Venetian Resort Las Vegas; Las Vegas (NV); On-site; USD 150,000 - 190,000; Full time

Job summary

The Venetian Resort Las Vegas Senior Manager – Application Support leads a team responsible for operational support of enterprise applications, including upgrades, incidents, and project delivery. This role requires shaping technical strategy and mentoring the team.

The ideal candidate has 5+ years in IT supervisory roles, strong ITIL background, and experience with casino/hospitality systems. On-site position with collaboration across IT and business units.

Qualifications

• Bachelor’s degree in a relevant discipline or equivalent work experience.
• 5+ years of experience in a supervisory IT role.
• 2+ years as team leader of technical resources.
• Experience with casino/hospitality applications preferred.
• Ability to obtain Nevada Gaming Control Board registration.

Responsibilities

• Provide technical and professional leadership for the application support team.
• Plan and deliver formal technical training and shadow business operations.
• Continuously review IT and business operations for improvements via automation or process changes.
• Measure and manage operations to exceed application availability and incident metrics.
• Resolve incidents promptly and meet or exceed SLAs.
• Plan upgrades and coordinate with vendors and internal teams for deployments.
• Hire, promote, and manage staff; deliver business initiatives with 3rd parties.
• Work cross-functionally with IT peers and business partners; report to leadership.

Skills

Team leadership

Technical training

Process improvement

Vendor management

Cross-functional collaboration

Incident management

Strategic planning

Performance management

Education

Bachelor's degree or equivalent

Tools

ITIL

RDP

VPN

Job description

The primary responsibility of the Senior Manager – Application Support is to manage and lead a team of technical resources responsible for the operational support of applications including upgrades, maintenance incidents, and new project delivery.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

• Provide technical and professional leadership for the application support team.
• Conduct or plan educational activities for the application support team from both a technical and business perspective through formal technical training and shadowing of the business to learn their operations.
• Continuously review IT and business operations for opportunities for improvements through automation, improved processes and/or improved technology.
• Measure and manage application support operations to exceed expected operational metrics for application availability, incident response times.
• Resolve application incidents in a timely manner that exceeds the SLA to the business.
• Monitor application updates, knowing when new application versions are released, and planning the steps needed to implement those upgrades as they become available.
• Hiring of new Team Members, promotions, creating a work environment that promotes teamwork, performance feedback, discipline, recognition, and termination; or managing the successful delivery of business initiatives leveraging 3rd party resources (i.e. inter departmental, vendors, contractor).

Additional Duties & Responsibilities

• Exercise staff oversight to ensure Team Members are managing their time effectively to produce deliverables.
• Contribute to the definition, execution, and reporting of departmental multi-year strategies and roadmap consistence with the overall company goals and objectives.
• Maintain department SOPs in accordance industry regulations and corporate standards.
• Drive operational excellence by establishing performance goals, controls for the department.
• Deliver and leverage departmental metrics, makes data driven decisions and takes appropriate corrective action to ensure continuous improvement is achieved.
• Champion change and effectively manages the implementation of new ideas.
• Work cross-functionally with IT peers and business partners.
• Help establish and build relationships with vendors in conjunction with corporate leadership.
• Communicate relevant IT-related information to corporate leadership.
• Ensure department staff are well informed of changes and applicable events within the company.
• Maintain adequate IT staffing levels for related departments.
• Handle difficult personnel situations directly, using appropriate discretion, HR advice, and respect for the individual.
• Conduct staff performance reviews and development plans as defined by The Venetian Resort policy.
• 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.

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 in relevant discipline or equivalent work experience.
• 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.
• 5+ years of experience in a supervisory role in Information Technology.
• 2 years of experience as team leader of technical resources.
• Demonstrated expertise in application management and troubleshooting.
• Demonstrated expertise in casino/hospitality applications and environment is preferred.
• Demonstrated experience in basic server/system support and troubleshooting.
• Demonstrated experience in typical support tools RDP, VPN, data/code analysis, etc.
• Demonstrated experience in ITIL operations; certifications preferred, especially in the Incident and Event Management areas.
• 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.