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Operations Center Analyst - IT
MGM Resorts International Operations
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.
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