What are the responsibilities and job description for the EXECUTIVE DIRECTOR - INCIDENT MANAGEMENT, COMMAND CENTER OPERATIONS position at Las Vegas Sands Corp.?
Job Description : Position Overview
The primary responsibility of the Executive Director - Incident Management, Command Center Operations is to oversee and improve IT service management processes within the Command Center. This role involves managing incidents, problem, change, and service request processes to ensure efficient and effective IT service delivery.
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 an IT Operations team and maintain vendor relationships, ensuring efficient use of technology, IT operational processes, data security, and compliance.
- Oversee and improve ITSM processes including incident, problem, change, and service request management.
- Ensure adherence to ITSM policies and procedures across the Command Center team.
- Develop and maintain ITSM documentation, including process flows, policies, and procedures.
- Lead the incident management process to ensure timely resolution of incidents and minimize impact on business operations.
- Conduct root cause analysis for major incidents and implement corrective actions.
- Maintain a problem management database and ensure known errors are documented and communicated to the Command Center team.
- Manage the change management process to ensure that changes are logged, assessed, approved, and implemented with minimal disruption.
- Coordinate with relevant stakeholders to evaluate the impact and risk of proposed.
- Ensure that changes are documented and communicated to all relevant parties.
- Oversee the service request management process to ensure timely and accurate fulfillment of service requests.
- Monitor service request queues and ensure that requests are handled within agreed service levels.
- Monitor and report on key performance indicators (KPIs) related to ITSM processes.
- Provide regular updates and reports to senior management on the performance of ITSM processes.
- Identify trends and areas for improvement based on performance data.
- Stay up to date with industry best practices and trends in ITSM.
- Provide training and guidance to Command Center staff on ITSM processes and tools.
- Ensure that Command Center staff are aware of their roles and responsibilities within ITSM processes.
- Work with Shift Managers to improve overall command center efficiency.
- Work with VP to set Command Center strategy and direction.
- 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
