Site Operations Manager- Wallingford, CT

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.

Overall Purpose and Objective

Manages the operation of a multi-jurisdiction or highly complex single jurisdiction consisting of multiple system platforms (such as retail lottery, back office applications, Keno, ILottery, EInstants etc…).  Manages interactions with the lottery and vendors to ensure customers' requirements are met, the systems are continually up and the department is meeting the highest level of operational efficiency.  Develops and implements effective short and long-term plans to achieve all department objectives, including meeting or exceeding customer needs and financial goals.  In addition, assists with projects and tasks that apply to all U.S. Data Centers and will act as the primary point of contact for specific projects as assigned by his/her Account Development Manager.  Typically manages a Computer Operations team in support of the CT Lottery. Manage employees who serve as direct liaison for the Lottery, including QA for traditional Lottery and iLottery Operations, System Administrator, Local Site Network Team, and operations team, etc. 

Responsibilities

• Analyzes and plans overall computer system, communication system and Biz App utilization; schedules production runs, and recommends improvements
• Works to build an effective partnership with the customer on a regular basis; asks the appropriate questions and seeks other methods to determine customer requirements
• Coordinates staffing plans, directs work and evaluates operational performance to ensure control room operates in a continuous and trouble-free manner
• Troubleshoots problems in a team environment, through shift leads and Computer Operators
• Establishes and administers standards and procedures for processing documentation, testing and implementation of software and quality control
• Coordinates maintenance and repair of computer hardware, communications hardware, hotline hardware and environmental support equipment. Recommends system changes for the Control Room department
• Oversees forecasts, develops and monitors the annual Departmental operating budget
• Develops procedures and control mechanisms to improve operations and reduce operational errors
• Ensures that all SLA requirements are met by producing and delivering SLA details, defining and communicating key performance indicators (KPIs) and performance metrics, tracking and reporting SLA performance and trends and creating and maintaining a service level catalog
• Work closely with various departments, internal to IGT and within the customer, in the planning of marketing strategies , field services routes and planning cycles among others, with a focus towards developing and implementing the best strategy and processes to achieve desired results 
• Monitors, tracks and manages the configuration, accessing delivery process of software coding for the lottery--including games, parameters, odds and claims
• Verifies and analyzes the accuracy and quality of the hardware and software products through maintenance, attention to detail and work environment. Provides recommendations to manager for systems needs and all external and internal factors related to the control room
• Is responsible to keep the Disaster Recovery Plan updated and communicated to all employees, ensuring that in case it needs to be executed all the employees will know their roles and will act accordantly
• Manages all individuals within the department either directly or indirectly. Supervises, hires, evaluates, disciplines, schedules, promotes and assigns duties to the control room operators
• Assists in the planning and development of the agent training process
• Assures proper inventory and replenishment of all C.R. supplies in a cost-efficient manner
• Ensures compliance with established company policies, ISO and WLA Standards and Procedures
• Remains on-call to insure immediate response to emergency situations