sbe Corporate

Regional IT Manager, Miami

Job Locations US-FL-MIAMI BEACH
Req No.
2018-5122
Category
Information Technology
Job Requirements
N/A

Overview

From our dazzling location in the heart of Miami, sbe offers both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater.

We have an exciting job opportunity to join our IT Team as Regional IT Manager located in Miami.

 

 

A global tribe of individuals, partners and progressives, devoted to creating extraordinary experiences for our community throughout our proprietary brands - we are sbe.

Visionaries at the forefront of hospitality, cuisine, design, residences and entertainment, our lifestyle moments are forged with highly-curated and passionate service. 

We are committed to authenticity, sophistication, mastery and innovation.

Our stage is the world. Our time is now.

With this in mind, we foster a family environment built on values that describe our lifestyle, experiences and how we see the world. When you have a tribe such as ours and place it in and around the collection of accommodations, restaurants and nightlife, you create a force that cannot be replicated by anyone else. We are an equal opportunity employer.

Responsibilities

The Regional IT Manager is a critical role within the sbe entertainment group and the IT team.  This role will be based in the Miami Beach and Miami Downtown areas and will work closely with the hotels and restaurant / nightlife venue management teams while maintaining a direct reporting line to the Corporate Director of IT.


The individual in this role must perform both strategic and tactical roles to execute and oversee support all elements of technology present at these locations.  The role will be required to manage existing 3rd party providers for both applications and infrastructure at all locations (with associated SLAs) and liaise closely with finance, operations and Sales & Marketing departments to efficiently implement all requirements. In addition, this role will work with development and opening teams to contribute to the success of new location activations.

 

This position will lead a team of 3 (Asst. Regional IT Manager and 2 Regional IT Support Specialists) and take overall responsibility for support of technology in the front of house and back of house, all compliance and security operations and project implementation and management.


A critical component of this role is the ability to act as a single point of contact partnering with peer department stake holders, gathering business requirements for initiatives, developing a solution set, and executing the tasks to deliver the solution.  Extensive experience and detailed knowledge of hospitality systems, processes and business requirements is required.

Responsibilities

  • Manage 3rd party support providers for applications and infrastructure
  • Manage projects and implementations related to ongoing PCI compliance efforts
  • Ensure support is provided to all Miami locations in a balanced manner, measuring support resolution metrics and ensuring after hours / emergency support is reliably provided
  • Resolve PCI issues as identified by PCI audits
  • Assist with the identification and implementation of new technology to satisfy business requirements
  • Collaborate with the Corporate Office to:
    • Roll out new IT and security initiatives
    • Plan and track CapEx and OpEx IT budgets
    • Complete annual IT and PCI audits on site
  • Oversee the purchasing process for all hardware and software
  • Manage vendor relationships, communications, and support issue escalations
  • Maintain the IT business intelligence platform with current information and documentation
  • Provide tier 2 technical support as required
  • Adhere and enforce sbe SOP and IT security standards, practices, and requirements
  • Ensure all data is correctly backed up and tested for restoration
  • Partner with cross-departmental peers to continually drive improvement in current and new processes
  • Develop, test, and implement required system enhancements, updates, and upgrades in support of systems and processes
  • Continually review system reporting and key performance metrics to ensure system generated financial and operational reporting provides business users with accurate and useful information
  • Provide user training for hardware/software products as required

Support Scope

  • Desktop and laptop support (hardware and software)
  • Server support (hardware and software)
  • LAN / Ethernet switch support
  • Firewall support
  • Credit card processing / EMV device / CC gateway tier 1 support and vendor liaison
  • Active Directory management and support
  • Application User ID and rights management (including but not limited to PMS, POS, Spa and other PCI in scope applications)
  • Anti-virus / IPS management and support
  • Printer and photocopier support
  • PMS tier 1 support and vendor liaison
  • F&B and retail POS tier 1 support and vendor liaison
  • PBX / Voicemail / CAS / Administrative phone tier 1 support and vendor liaison
  • In-Room Entertainment tier 1 support and vendor liaison
  • Door-lock tier 1 support and vendor liaison
  • Public workstations tier 1 support and vendor liaison
  • HotSOS (or equivalent) tier 1 support and vendor liaison
  • Sales & Catering software tier 1 support and vendor liaison
  • eProcurement software tier 1 support and vendor liaison
  • Accounting software tier 1 support and vendor liaison
  • HR, payroll and time & attendance software tier 1 support and vendor liaison
  • Basic cabling support / repair and 3rd party cabling installer liaison
  • Mobile device support (associates)
  • Guest wireless support liaison
  • Guest mobile app vendor liaison
  • Quoting, and management of purchasing process for all IT equipment and products
  • Data backup systems management, monitoring and support
  • Operating system patch management and monitoring
  • Microsoft Office support
  • Office 365 / email user account management
  • Setup, installation and configuration of all new equipment (e.g. desktops, laptops, servers etc.)
  • All remediation activity related to PCI or other security requirements as dictated by local operations or Corporate IT
  • Participation in (and responding to all questions and requirements) all IT audit and PCI audit programs as defined by Corporate IT
  • Participation in (and responding to all questions and requirements) all budgeting processes as defined by Corporate IT
  • Periodic operational responsibilities as dictated by Corporate IT
  • Response to all requests for information as required by Corporate IT
  • Use of sbe standard helpdesk software
  • Use of sbe standard remote support tools
  • Basic support of meeting room technologies as required by local operations
  • Physical security of all MDF and IDF locations
  • Creation and maintenance of all IT documentation
  • Use and data entry / maintenance of sbe IT & Compliance management application as required and dictated by Corporate IT
  • Carrier services management and vendor support liaison (voice circuits, Internet circuits, FTG TV channels, music subscriptions)
  • Network and critical node monitoring
  • Vendor contract management
  • Invoice review and IT operating expenses management
  • Training room setups as required by local operations
  • New office setups and equipment relocation
  • Cable management in MDFs and IDFs
  • Adherence to all sbe IT policies and procedures as dictated by Corporate IT
  • Support for and setup of special event technology as required by local operations
  • CCTV vendor support liaison
  • Digital signage tier 1 support and vendor liaison
  • Automated minibar tier 1 support and vendor liaison
  • IPTV / FTG headend tier 1 support and vendor liaison
  • Storage systems tier 1 support and vendor liaison
  • UPS tier 1 support and vendor liaison
  • Concierge software tier 1 support and vendor liaison
  • Spa software tier 1 support and vendor liaison
  • Retail software tier 1 support and vendor liaison
  • Revenue Management software tier 1 support and vendor liaison
  • Restaurant Reservations systems tier 1 support and vendor liaison
  • CRM / Loyalty systems tier 1 support and vendor liaison
  • Public area AV systems tier 1 support and vendor liaison

Qualifications

Education & Experience

 

  • Proven project management skills
  • Minimum of 5 years of previous experience in related field (Bachelor’s degree in relevant technical field preferred)
  • Solid understanding of business processes, operations and the application of technology in the hospitality industry
  • Strong understanding of IT best practices and standards
  • Experience participating in a security / PCI program
  • Must be able to demonstrate an excellent understanding of networking fundamentals
  • Advanced knowledge of Oracle Hospitality PMS and POS systems such as Opera, Micros 3700 and Simphony
  • Experience with the technology requirements of opening/remodeling venues
  • Ability to review and assess vendor release notes and implement mandatory system updates related to security and electronic payment processing
  • Ability to multi-task and prioritize
  • Ability to negotiate contracts/agreements with external vendors that minimize risk and optimize terms in favor of the brand

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