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Job Title:   Operations Center Analyst - IT
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MGM Resorts International Operations
Information Technology
21 and over

  • Triage incidents escalated from Tier 1 and other Tier 2 groups via ticketing system, e-mail, or phone.
  • Properly escalate unresolved issues to Tier 3 support or appropriate vendor.
  • Monitor and manage all corporate systems under Information Technology systems responsibility.
  • Perform troubleshooting tasks including stopping and starting interfaces, reviewing system drives and clear files to gain space for efficient performance of applications.
  • Create and update knowledge documentation for First Call Resolution.
  • Identify ticket routing gaps and work with Service Desk to correct or improve gaps.
  • Identify reoccurring issues and finding ways to permanently resolve by working with Tier 3 support or the appropriate vendor.
  • Formally document all incident tickets per a predefined standardized process.
  • Advise management of major system or application issues.
  • Keep end users informed of system status.
  • Responsible for paging system/application outages and providing updates of those outages to IT departments.
  • Performs other job related duties as assigned.



  • At least 2 years of experience in Information Technology.
  • At least 2 years of Information Systems experience working with the following systems: IBM AS400 series, AIX, UNIX, Windows and Sun Micro systems.
  • At least 2 years in an application and network support role with a demonstrated track record of development of more and more complex solutions.
  • Experience supporting servers and computers in a TCP/IP environment.
  • Experience with network protocols, configurations, and understanding of LAN operations from clients to server.
  • Understanding of ITIL processes.
  • Excellent customer service skills.
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • High School diploma or equivalent.
  • Ability to effectively communicate in English, in both oral and written forms.


  • Bachelor Degree in Information Systems/Technology, Computer Science, Computer Engineering or a related field.
  • Strong technical understanding of the various hardware, software and networking systems being supported, such as such as Opera, LMS, Infogenesis, Patron Management, SpaSoft, and/or Stratten Warren.
  • Previous experience working in a similar resort setting.