Overnight Command Center Operations Manager

Job Description:

Position Overview

The primary responsibility of the Overnight Command Center Operations Manager is to oversee the implementation, monitoring, and maintenance of the organization's IT infrastructure (hardware, software/applications, networking and data centers) within the Command Center. This role ensures the stability and performance of the organization's IT infrastructure. The Operations Manager supervises a team of Command Center engineers and analysts, handles escalations and coordinates with other departments to resolve issues promptly.

This role requires a detail-oriented individual with strong analytical and observational skills, along with a sharp focus on accuracy and responsiveness to Customer needs.

All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.'s policies, practices, and procedures. All Las Vegas Sands Corp. 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.

Essential Duties & Responsibilities

• Supervise and provide guidance to Command Center engineers and analysts during the designated shift.
• Act as an escalation point for Command Center Team Members and other IT staff.
• Escalate appropriately to Executive Director for advanced management support.
• Maintain detailed incident logs and documentation.
• Ensure the timely detection and resolution of any issues or anomalies.
• Mentor and collaborate effectively -- Provide technical guidance and training to Command Center Team Members and other IT personnel to share knowledge, brainstorm solutions, and ensure alignment on critical problems and projects.
• Manage shift schedules and ensure adequate staffing levels.
• Provide monitoring, support and maintenance of all applications/systems, servers, storage, network equipment, and other related software/hardware.
• Implement and enforce standard operating procedures (SOPs) for incident management.
• Generate and review performance reports for IT systems and the Command Center team.
• Communicate effectively with stakeholders regarding systems and network status, incidents, and project progress while leaving a lasting positive impression.
• Ensure proper handover of tasks and incidents between shifts.
• Work closely with Engineers, Analysts, Operations Managers, and Executive Director to identify areas for improvement in monitoring, incident response, and operational procedures.
• Propose and implement enhancements to increase the efficiency and effectiveness of the Command Center.
• Ensure infrastructure security and compliance with protocols.
• Stay up to date with the latest infrastructure technologies and best practices.
• Perform job duties in a safe manner.
• Attend work as scheduled on a consistent and regular basis.
• Perform other related duties as assigned.

Minimum Qualifications

• At least 21 years of age.
• Proof of authorization to work in the United States.
• Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• Must be able to obtain and maintain any certification or license, as required by law or policy.
• 5+ years demonstrated technical experience working in a Command Center or similar IT operations role.
• 4+ years management experience managing teams of senior technical support staff, preferably in a Command Center environment.
• Experience with analysis and resolution of complex problems for server hardware, application and software integration, and deployment techniques in a multi-location environment.
• Strong expertise in Windows Server (2016, 2019, 2022), DHCP, DNS, and file-sharing technologies.
• Experience with Active Directory and associated technologies.
• Expertise with Linux distributions (Red Hat/CentOS preferred).
• Supporting technologies including LDAP, Identity Management, Authentication, Load Balancing, Patch Management, and Security tools.
• Familiarity with virtualization platforms (VMware ESXi, vCenter, Hyper-V, etc)
• Strong knowledge of network and server hardware:
  
  • Servers: Dell/HP/IBM
  • Networking: Cisco/Juniper/F5/Aruba/CheckPoint
  • Storage: NAS/SAN familiarity.
• In-depth knowledge of networking protocols (e.g., TCP/IP) and technologies.
• Cloud service platform knowledge/familiarity - AWS/Azure.
• Microsoft 365 administration.
• Familiarity with network monitoring tools and incident management software.
• Advanced technical, analytical, troubleshooting, and problem-solving skills.
• Strong knowledge of industry standards and vendor technologies.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Relevant certifications (e.g., ITIL, MCSE, RHCE, CCNP, CCIE, JNCIP) are highly desirable.
• Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.
• Must be available to work varied shifts including nights, weekends, and holidays, to ensure 24/7 coverage.
• Provide off-hours support on an infrequent, but as needed basis during critical incidents. (Potential shifts may run 24/7 due to the need of the business.)
• Team Members are required to be on site within the IT Command Center.

Physical Requirements

Must be able to:

• Physically access assigned workspace areas with or without reasonable accommodation.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.
• Utilize laptop and standard keyboard to perform essential functions of the job.