What are the responsibilities and job description for the Shift Manager - Command Center Operations position at Las Vegas Sands Corp.?
Job Description:
Position Overview
The primary responsibility of the Shift Manager - Command Center Operations is to oversee the monitoring and maintenance of the company’s IT infrastructure during the designated shift. This role ensures the stability and performance of the organization’s IT infrastructure comprising of the company’s networks, servers, and systems/applications. The shift manager manages a team of Command Center technicians, handles escalations, and coordinates with other departments to resolve issues promptly.
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
Physical Requirements
Must be able to:
Position Overview
The primary responsibility of the Shift Manager - Command Center Operations is to oversee the monitoring and maintenance of the company’s IT infrastructure during the designated shift. This role ensures the stability and performance of the organization’s IT infrastructure comprising of the company’s networks, servers, and systems/applications. The shift manager manages a team of Command Center technicians, handles escalations, and coordinates with other departments to resolve issues promptly.
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 technicians during the designated shift.
- Conduct training sessions to ensure team members are knowledgeable about procedures and technologies.
- Manage shift schedules and ensure adequate staffing levels.
- Oversee the monitoring of network, server, and system performance.
- Ensure the timely detection and resolution of any issues or anomalies.
- Implement and enforce standard operating procedures (SOPs) for incident management.
- Respond to and manage critical incidents, ensuring swift resolution.
- Escalate issues to higher-level support teams when necessary.
- Maintain detailed incident logs and documentation.
- Generate and review performance reports for IT systems and the Command Center team.
- Provide regular updates to management on the status of ongoing incidents and overall system health.
- Collaborate with other departments, such as IT support and engineering, to resolve complex issues.
- Ensure proper handover of tasks and incidents between shifts.
- Communicate effectively with stakeholders regarding incidents, resolutions, and performance metrics.
- 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.
- Work with closely with Shift Managers and Executive Director to drive continuous improvement of the environment.
- Perform job duties in a safe manner.
- Attend work as scheduled on a consistent and regular basis.
- Perform other related duties as assigned.
- 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.
- 3-5 years demonstrated experience working in a Command Center or similar IT operations role.
- Prior supervisory or team leadership experience.
- Strong knowledge of network and server infrastructure.
- Excellent troubleshooting and problem-solving skills.
- Ability to manage and prioritize multiple tasks in a high-pressure environment.
- Effective communication and interpersonal skills.
- Familiarity with network monitoring tools and incident management software.
- Relevant certifications (e.g., CCNA, ITIL) are a plus.
- 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.
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.
