Manager, Tech Ops Engineer

Scientific Games•Grove City, OH

About The Position

The Manager, Tech Ops Engineering leads the Site Operations Team, which provides Tier 2 support for lottery systems and interactive service operations across multiple jurisdictions. The role is responsible for the integrity, performance, and reliability of systems involving operating systems, relational databases, web hosting in virtual environments, and proprietary software. It serves as the primary technical liaison among customers, internal departments, and corporate support, and provides guidance to Tech Ops Engineers and other operations staff to support effective collaboration and workflows. Reporting directly to the General Manager, this position has supervisory responsibilities including training and mentoring employees, planning and directing work, evaluating performance, rewarding and disciplining employees, and resolving employee issues. The manager monitors system performance, coordinates incident resolution and communications, leads operational project work, maintains procedures and training, and oversees production software deployments and system patching and upgrades. The role requires flexible availability and 24x7 on-call operational support. Employees may be required to obtain gaming or other licenses and undergo background investigations or security checks as required by law, regulation, or contract.

Requirements

Associate degree in computer science or a related field of study.
At least 5 years of progressive technical management experience supporting enterprise-scale transactional platforms.
Knowledge of ITIL best practices for incident and problem management.
Proficiency with Linux operating systems.
Knowledge of data storage and management systems, including relational and non-relational database management systems.
Solid understanding of infrastructure virtualization, such as 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.
Ability to collaborate within a distributed team across multiple geographic locations.
Ability to quickly learn and understand new technologies.
Strong time-management skills.
Ability to meet applicable gaming or other licensing, background investigation, security check, and regulatory or contractual standards required for the role.
Ability to meet the stated physical demands, including sitting, standing, walking, bending, using hands, operating a computer, and close and distance vision with focus adjustment.

Nice To Haves

Bachelor’s degree.
Experience in the lottery and gaming industry.
Experience with containerization and orchestration, including Docker, Podman, or Kubernetes.

Responsibilities

Monitor online system performance and identify and report anomalies or incidents to Management, Corporate, and Operations Support Teams.
Provide Tier 2 support for incidents and coordinate and manage resolution efforts through completion.
Ensure timely incident communications and reporting to the Lottery as required.
Lead the Site Team’s participation in projects and ensure assigned work is completed on time, meets quality standards, and complies with contractual obligations.
Oversee the development and maintenance of operational procedures to improve efficiency and standardization.
Coordinate, manage, and conduct ongoing training on operational processes, procedures, and best practices.
Manage production software deployments while minimizing disruption and following best practices.
Ensure regular patching and upgrading of operating systems, middleware, and applications in alignment with corporate and Lottery standards and industry best practices.
Hire and manage staff in accordance with corporate guidelines.
Review and evaluate work performed by Tech Ops Engineers and other operations staff.
Mentor, monitor, and provide ongoing guidance to operational staff.
Communicate with all levels of management to address and resolve operational challenges.
Work flexible hours as required to support operational needs and provide backup for absent team members.
Perform other job functions and responsibilities as assigned.