Manager, Tech Ops Engineer

Scientific Games•Cleveland, OH

2d•Onsite

About The Position

As a technology innovator in the global lottery and interactive gaming industries, Scientific Games is an exciting place to work. We drive innovation, champion groundbreaking ideas, and bring meaning to our work every day. The Site Operations Team delivers Tier 2 support for lottery systems and interactive service operations across multiple jurisdictions. This includes managing operating systems, relational databases, web hosting in virtual environments, and proprietary software support. The Manager, Tech Ops Engineering is responsible for the overall integrity, performance, and reliability of these systems while leading the team responsible for their support. The role serves as the primary technical liaison between customers, internal departments, and corporate support. It provides guidance to the Tech Ops Engineers and other operations staff, ensuring seamless collaboration and efficient support workflows. The Manager, Tech Ops Engineering reports directly to the General Manager. This position carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Supervisory responsibilities include, but are not limited to: training and mentoring employees; planning, assigning, delegating and directing work; appraising performance; rewarding and disciplining employees; and resolving employee issues.

Requirements

Associate degree in computer science or related field of study required; bachelor’s degree preferred
Minimum 10 years of progressive technical management experience, supporting enterprise-scale transactional platforms
Experience in the lottery and gaming industry is considered an asset
On call 24x7 for operational support
Knowledge of ITIL best practices for incident and problem management
Proficiency with various operating systems, including Windows and Linux.
Knowledge of data storage and management systems, including relational and non-relational database management systems
Solid understanding of infrastructure virtualization (e.g., VMWare) and Storage Area Networks (SAN)
Solid understanding of network communications fundamentals.
Experience with people management tasks, including hiring and managing employee performance
Excellent organizational and interpersonal skills
Ability to develop and maintain positive working relationships
Ability to communicate with all levels of management
Comfortable collaborating within a distributed team across multiple geographic locations.
Ability to quickly learn and understand new technologies
Strong time management skills

Responsibilities

Continuously monitors online system performance, identifying and reporting anomalies or incidents to Management, Corporate, and Operations Support Teams.
Provides tier-2 support for all incidents, coordinating and managing resolution efforts until issues are fully resolved.
Ensures timely communication of incidents and reports to the Lottery as required.
Leads the Site Team’s participation in projects, ensuring assigned tasks are completed on time, meet quality standards, and comply with contractual obligations.
Oversees the development and maintenance of operational procedures to enhance efficiency and standardization.
Coordinates, manages, and conducts continuous training on operational processes, procedures, and best practices to maintain system reliability.
Manages the deployment of software into the production environment, ensuring minimal disruption and adherence to best practices.
Ensures the regular patching and upgrading of operating systems, middleware, and applications, ensuring alignment with corporate and Lottery standards, as well as industry best practices.
Responsible for hiring and managing staff in accordance with corporate guidelines.
Reviews and evaluates work performed by the Tech Ops Engineers and other operations staff.
Mentors, monitors, and provides ongoing guidance to operational staff.
Effectively communicates with all levels of management to address and resolve operational challenges efficiently.
Must be available to work flexible hours as required to support operational needs.
Provides backup support by filling in for absent team members as needed.
Performs all job functions and additional responsibilities as assigned.