Support Engineer, Custom Applications

How You'll Make an Impact:

This role will operate in tandem with venue technology, baseball performance, and Ilitch Technology systems to ensure critical sports performance and player-facing technologies are achieving desired service levels.  Additionally, this role will help support compliance to our IT Governance process. 

• Primary technology analyst for new sports technology initiatives, ensuring technical requirements are clearly defined and documented by parties (internal and external) 

• Partner with key vendors to capture technology dependencies, and surface requirements with Ilitch Technology Shared Services team: Venue Technology, Infrastructure, Cloud, etc. 

• Understand the business needs and key priorities, and translate into action plans 

• Ensure technology requirements are scoped, estimated and surfaced in budgets 

• Deliver exceptional customer service with Baseball and Hockey Operations, in close partnership with Venue Technology

• Primary support and escalation for custom applications built by Ilitch Technology team 

• Maintain support documentation and foster knowledge across teams 

• Respond to incidents and customer reported feedback 

• Partner with development team and Network Operations Center to establish alerting 

• Ensure incidents are managed to closure, including feedback to development for continuous improvement 

• Clear and timely communication of status, adapting to evolving needs and different platforms 

• Flexibly operate across different communication platforms, and adapt to evolving conditions 

• Proactively communicate the status across in-flight and in progress initiatives 

• As needed, serve as point of triage & coordination with key outages or business impacting incidents 

• Ongoing support and vendor relationship management for 3rd party technology providers 

• Understand planned software upgrades/enhancements to vendor platform(s), surfacing to Ilitch Technology shared services as needed 

• Surface technology incidents with vendors, and help facilitate to closure 

• Review new technologies from Sports & Entertainment, facilitate review by IT Governance 

• Facilitate onboarding data collection and follow up with key internal and external stakeholders 

• Communicate status of IT Governance review, and manage internal documentation 

• Facilitate “transition to support” (TTS) activities for new technologies introduced by Baseball and Hockey Operations 

• Coordinate with vendors and key internal stakeholder groups to understand status of work and communicate accordingly.  Where applicable, collaborate with Ilitch Technology project management office 

• Understand support level expectations and define a process to meet those expectations