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Computer Operator I

Date: Nov 28, 2018

Location: Austin, TX, US

Company: IGT

Req #: 59015

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GTECH, the largest global lottery business, and IGT, the world leader in the gaming equipment space, have merged to create the world's leading end-to-end gaming company. By adopting the IGT name and GTECH's visual identity, we've melded two iconic brands into one. Together, we're uniquely positioned to provide the government-sponsored and commercial gaming industry with proven solutions across the entire continuum of products and channels.

OVERALL OBJECTIVE AND PURPOSE

Provides entry level monitoring and troubleshooting for operating equipment and 24x365 adherences to operational procedures, checklists, policies, and national IT Best Practices.

 PRINCIPLE DUTIES AND RESPONSIBILITIES

  • Demonstrates a relentless commitment to meeting and exceeding customers’ expectations while also achieving the goal of reducing the risks and costs of providing services.
  • Works to build an effective partnership with the customer on a daily basis.  Listens to customers and asks the appropriate questions to determine their requirements.  
  • Performs entry level troubleshooting of systems and servers related to host systems, middleware, applications, and existing tools according to established procedures under supervision.
  • Performs entry level network monitoring by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies according to established procedures.
  • Monitors logical security through use of established tools and procedures.
  • Performs entry level monitoring of systems and servers by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies according to established procedures.
  • Performs entry level troubleshooting of network technologies related to IP network devices and backbone transports according to established procedures, using existing tools under supervision.
  • Accurately executes operational checklists to ensure that all draw processing, day-end processing, system balancing, file system maintenance, change requests, report/file transfers and deliveries, messaging and jackpot details, system locations/configurations, and internal/external customer requests are completed.
  • Appropriately coordinates, executes, validates, tracks, follows up on, and escalates internal and external customer requests according to established guidelines.
  • Submits recommendations to create and/or maintain operational procedures and checklists.
  • Adheres to service level agreements by following established SLA performance requirements.
  • Adheres to IT best practices by following established IT best practice performance and audit requirements.
  • Supports local testing policies and procedures.
  • Performs entry level monitoring and/or troubleshooting of automated functions by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies according to established procedures.
  • Participates in individual professional development by completing assigned development plan, participating in mentoring activities, tracking and reporting of development, and communicating career path goals and objectives.

     SCOPE

  • Complexity - Functions Responsible for or Influenced:
    • Low – basic operation of many operating systems and applications.
  • Diversity - Locations Responsible for or Influenced: 
    • Low – responsible for single location or single jurisdiction.
  • Typical Job Problems and Difficulties:
    • Develops resolutions to problems of limited scope.  Follows standard practices and procedures.
  • Financial Accountability:
    • Medium – Mistakes could lead to costly penalties, downtime, etc.
  • Freedom to Act:
    • Works under limited supervision for routine tasks.  Follows specific outlined and detailed procedures.  Detailed instructions given for new assignments.

       MANAGEMENT

  • Job Reports to (direct):
    • Operations Supervisor.
  • Job Reports to (indirect):
    • Senior Operator.
  • Direct Reports to Job:
    • None
  • Authority for Staff Managed:
    • None
  • Indirect Reports (influenced):
    • None
  • Level of Complexity for managing/organizing staff:
    • None

       GENERAL

  • Extent decisions governed by procedures or referred up:
    • High – majority of actions dictated by policy / procedure or must be escalated to more senior operational staff or management for resolution.
  • Standard requirements for research and analysis:
    • Occasional – 1st tier troubleshooting of problems, initial diagnosis, and reporting according to established procedures.
  • Opportunity and consequence of typical errors (supervision):          
    • Moderate / High – Issues must be escalated as required by SLA's and IT Best Practices to avoid financial penalities.
  • Frequency and complexity of internal business contacts:
    • Frequent with low / moderate complexity – contact 24x7 with most software engineers and managers as well as Enterprise Systems staff.
  • Frequency and complexity of external business contacts:
    • Moderate with moderate / high impact – deals with IGT customers and third party vendors daily.
  • Physical - % time: travel, operating machinery, environmental etc:
    • Minimal physical requirements – low travel, works in environmentally controlled computer room.

       EDUCATION

  • Minimum education:
    • Two year college degree or comparable experience.
  • Years Experience:
    • 0-2 Years.
  • Minimum technical knowledge and skills requirements – Required:
    • Able to navigate through Linux/AIX and perform basic commands.
    • Working knowledge of FTP/SFTP protocols.
    • Comprehensive knowledge of Office suite and PC operating systems.
  • Special training requirements – Preferred:
    • Network Related:       
      • Introduction to IP Protocol, LAN/WAN topology (frame, DSL, Cellular, MPLS, Satellite, Radio, PTP), associated monitoring and troubleshooting tools (HPOV, HNS vision, Spectrum analyzers, solarwinds), Data Center network equipment (firewalls, switches, routers, etc.), and network cable specifications.
  • Interdependent areas:
    • Introduction to Retailer POS, call center tools and functions.
  • Other skills – Required:
  • Builds strong relationships at all levels.
  • 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 difficult or demanding customers.
  • Displays strong technical writing skills and presents information in a professional and engaging manner. 
  • Organizes and plans work effectively.
  • Completes work in a thorough accurate, well thought-out and timely manner and with attention to detail.
  • Demonstrates initiative and self-motivation.  Sets high goals for self and demonstrates a strong sense of urgency.
  • Achieves results in a high-pressure environment.
  • Displays ability to accept constructive feedback..
  • Exhibits sound business judgment and exhibits common sense.
  • Demonstrates a high degree of ethics, integrity and confidentiality at all times.
  • Other requirements:
    • Must be able to work all holidays as shift requires (24x365 operation), may work up to 12.5 hour shift.
    • Night shift schedule eligible for shift differential  
  • Post-hire training requirements:
    • Best Practices:
      • Introduction to ITIL best practices and associated tools related to Incident, Change, Release, Audit, and Problem Management.
      • Introduction to IGT ISMS policies and procedures.
      • Introduction to IGT environmental systems and procedures.
    • Systems and Servers:
      • Introduction to IGT proprietary solutions for operations.
      • Introduction to IGT automation suite and processes.           
      • Introduction to IBM middleware applications: Websphere.
      • Introduction to Red Hat middleware applications: JBOSS.
    •  

IGT (NYSE: IGT) is the global leader in gaming. We enable players to experience their favorite games across all regulated segments and channels, from Gaming Machines and Lotteries to Interactive and Social Gaming. Leveraging a wealth of prime content, substantial investment in innovation, in-depth customer intelligence, operational expertise and leading-edge technology, our gaming solutions anticipate the demands of consumers wherever they decide to play. 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 $6 billion in revenues and more than 13,000 employees. For more information, please visit www.merger.igt.com


Nearest Major Market: Austin

Job Segment: Telecom, Telecommunications, Linux, Night, Middleware, Technology, Operations

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