Lead Computer Operator - Lottery (Richmond, Va)

Join the WINNING TEAM at the Virginia division of IGT Global!  IGT is seeking a Lead Computer Operator in the area of Richmond, VA. Work schedule is Monday through Friday 8 am to 5 pm. Candidates should also be flexible to be able to assist in covering day 12 hour-shift operators when they are on PTO, as needed. The position offers competitive wages. This position is NOT a remote opportunity so the candidate should be local to the data center site. The candidate will work closely with the operations supervisor in supporting operations production processes and Aurora system troubleshooting. 

IGT employees receive the following employment benefits (all benefits mentioned are subject to policy and eligibility requirements):

• Medical benefits day one of being an IGT employee
• 12 paid holidays plus 2 floating holidays per year
• 3 weeks of paid vacation per year, prorated first year
• 401K with employer match and 100% vested day one
• Company paid parental leave, life insurance, short term disability and long-term disability
• Gym membership reimbursement, free identity theft protection, and tuition reimbursement

• Provides entry to intermediate level monitoring and troubleshooting for operating equipment for one or more jurisdictions and 24x365 adherence to operational procedures, checklists, policies, and national IT Best Practices.
• 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 intermediate level troubleshooting of systems and servers related to host systems, middleware, applications, and existing tools according to established procedures with minimal supervision.
• Performs intermediate 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 intermediate 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 with minimal supervision.
• Accurately executes, validates, and recovers defined processes in the 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 intermediate 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.
• Provides training to other operators through free flow of information, encouraging and appropriately evaluating feedback, encouraging innovation, and inspiring / motivating others.
• Assists in providing informal coaching and mentoring to junior level operators.

• High School diploma or equivalent
• 2+ years experience with Service Desk, Help Desk, Call Center, or Customer Service positions
• Associates or bachelor's degree in I.T. or related field is a plus, but not required
• Basic experience in Microsoft Office (Outlook, Teams, Word, Excel)
• Technical knowledge and skills required
• Must be able to monitor and troubleshoot multiple technologies (Unix/Linux/AIX/VMS/DOS) 
• Working knowledge of FTP/SFTP protocols
• Exhibits professional and customer appropriate communications (written and verbal) 
• Listens effectively and demonstrates empathy and understanding of others' concerns
• Organizes and plans work effectively. Balances priorities among stakeholders
• Completes work in a thorough accurate, well thought-out and timely manner and with attention to detail
• Demonstrates initiative and self-motivation
• Achieves results in a high-pressure environment
• Exhibits a high degree of ethics, integrity and confidentiality at all times