Responsibilities

• Verifies and analyzes the accuracy and quality of the hardware and software products through maintenance, attention to detail, and work environment. Provides recommendations to management for systems needs and all external and internal factors related to the control room.
• Ensures daily production of systems, including software and hardware changes, and serves as client liaison. Ability to define and perform verification that the test process has been performed correctly, analyze results, and recommend test process improvements.
• Monitors, tracks, and manages the configuration, accessing delivery process of software coding for the lottery--including games, parameters, odds, and claims.
• Interfaces with more senior technical resources to plan, implement, and monitor recommended/needed software and/or hardware changes.
• Performs additional duties and responsibilities as assigned.
• Demonstrates strong performance leadership skills, including the ability to coach/mentor, deliver training, inspire and motive others, objectively assess the performance of others, and provide balanced feedback 
• Demonstrates the ability to lead the work of others effectively, including leading change and delegating work.
• Exhibits professional and customer-appropriate communications (written and verbal).  Listens effectively and demonstrates empathy and understanding of others’ concerns.  Demonstrates knowledge of techniques needed and experience in dealing with customers.
• Displays strong technical writing skills and presents information in a professional and engaging manner.  
• Promotes teamwork and cooperation and builds strong relationships at all levels.  Effectively collaborates and negotiates.
• Organizes and plans work effectively.  Balances priorities among stakeholders
• Effectively resolves complex issues by reviewing and analyzing relation information, diagnosing, evaluating options, and implementing solutions. Exhibits sound business judgment and exhibits common sense
• Identifies opportunities to implement new or modified approaches to resolve problems and maximize opportunities
• Completes work in a thorough, accurate, well-thought-out, and timely manner and with attention to detail
• Demonstrates a high degree of ethics, integrity, and confidentiality at all times. 
• Displays initiative and self-motivation.  Sets high goals for self and others and demonstrates a strong sense of urgency.  Achieves results in a high-pressure environment
• Effectively delivers training in area of expertise.
• Must be able to support 24X7X365 operations as required to include holiday and weekend work as needed

Qualifications

• Bachelor's degree with a technical major or equivalent experience.  System and server certifications are preferred
• 5+ years’ experience in IT operation services and a good track record of customer support experience 
• Strong verbal and written communication skills in, including technical writing.
• In this position, you will be providing support for ongoing operations and projects, both to internal and external customers, taking responsibility for the operation of the customer's production systems.
• Willingness and ability to participate in the team's 24/7 hour on-call schedule.
• Intermediate/Advanced experience with Linux, Linux administration, and programming skills.
• Shell Scripting: Develop and maintain custom Linux Shell scripts for automating administrative tasks, system monitoring, and reporting.
• Scripting in Perl & Python: Create, modify, and optimize scripts in Perl and Python for automation, data processing, and system management.
• Support and/or execute Release Management Functions 
• Experience using data to support and drive programmatic decision-making and operational improvement.
• Data analysis and reporting to support/resolve complex customer issues.
• Support Audit Best Practices: Capture audit evidence repository and comply with audit process and policies.
• Capable of prioritizing tasks and managing constant changes as well as multiple different tasks
• Being flexible, a team player, taking initiative, and being stress resistant.
• Comprehensive knowledge of Office suite and PC operating systems
• Intermediate/Advanced level knowledge of Windows, LINUX, VMWARE configurations and functions

Additional preferred skills and knowledge:

• Working knowledge of IBM products – servers, DB2, middleware, and monitoring applications, and DB querying tools.
• Working knowledge of AWS environments
• Basic troubleshooting databases, systems and servers 
• Intermediate handling of internal or external customer requests 
• Documentation: Create and maintain operational processes Adhere to Service Level Agreements 
• Follow IT Best Practice performance requirements. Participate in new technology planning 

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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