Support Engineer, Custom Applications

Build a Bigger, Better, Bolder Future :

Imagine working for a company that measures its success based off the growth of its colleagues, a company that invests in its future by investing in you.

Little Caesars is a company where our colleagues make an impact.

How You'll Make an Impact :

This role will operate in tandem with venue technology, baseball performance, and Ilitch Technology systems to ensure critical sports performance and player-facing technologies are achieving desired service levels.

Additionally, this role will help support compliance to our IT Governance process.

• Primary technology analyst for new sports technology initiatives, ensuring technical requirements are clearly defined and documented by parties (internal and external)
• Partner with key vendors to capture technology dependencies, and surface requirements with Ilitch Technology Shared Services team : Venue Technology, Infrastructure, Cloud, etc.
• Understand the business needs and key priorities, and translate into action plans
• Ensure technology requirements are scoped, estimated and surfaced in budgets
• Deliver exceptional customer service with Baseball and Hockey Operations, in close partnership with Venue Technology
• Primary support and escalation for custom applicationsbuilt by Ilitch Technology team
• Maintain support documentation and foster knowledge across teams
• Respond to incidents and customer reported feedback
• Partner with development team and Network Operations Center to establish alerting
• Ensure incidents are managed to closure, including feedback to development for continuous improvement
• Clear and timely communication of status, adapting to evolving needs and different platforms
• Flexibly operate across different communication platforms, and adapt to evolving conditions
• Proactively communicate the status across in-flight and in progress initiatives
• As needed, serve as point of triage & coordination with key outages or business impacting incidents
• Ongoing support and vendor relationship management for 3rd party technology providers
• Understand planned software upgrades / enhancements to vendor platform(s), surfacing to Ilitch Technology shared services as needed
• Surface technology incidents with vendors, and help facilitate to closure
• Review new technologies from Sports & Entertainment, facilitate review by IT Governance
• Facilitate onboarding data collection and follow up with key internal and external stakeholders
• Communicate status of IT Governance review, and manage internal documentation
• Facilitate transition to support (TTS) activities for new technologies introduced by Baseball and Hockey Operations
• Coordinate with vendors and key internal stakeholder groups to understand status of work and communicate accordingly. Where applicable, collaborate with Ilitch Technology project management office
• Understand support level expectations and define a process to meet those expectations

Who You Are :

Experience in sports and entertainment environment is required

Bachelor’s degree in information technology, Computer Science, or related field. Equivalent experience may be considered in lieu of a formal degree.

Minimum of five (5) years in an IT technical support role.

Must have a strong understanding of various technologies, including hardware, software, networking, data center technologies.

Must demonstrate exceptional professionalism and perform with a clear demonstration of customer service skills.

Polished communication skills, both verbally and written

Demonstrated ability to work with all levels of colleagues from senior management to new hires. Proven analytical, problem-solving, and troubleshooting skills

Ability to troubleshoot issues independently and within a team support structure.

Ability to adapt and remain flexible to changing and growing sports and entertainment businesses.

What Will Make You Stand Out :

Working knowledge of sports performance technologies, is a plus

Experience working in live entertainment venue or event operation environment a plus

Work Conditions :

Irregular and extended work hours including nights, weekends, and holidays may be required.Travels as needed in support of special events.

Exposure to high noise level Exposure to varying outdoor temperatures Frequent visual and auditory attention, flashing lights.

Ability to handle high-pressure, extremely time-sensitive situations. Ability to life 25-50 lbs.