Operations Center Analyst I — IT Incident Response

MGM Resorts; Las Vegas (NV); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Wellness incentive programs to help健?

Discounts on hotel, food and beverage,

Free parking on and off shift

Health & Income Protection benefits

Professional and personal development

Job summary

MGM Resorts International seeks an Operations Center Analyst to ensure IT applications and systems stay operational across the organization. You will triage incidents, escalate when needed, monitor corporate systems, and keep users informed of status to support uninterrupted guest experiences.

Ideal candidates have a Bachelor's degree in a related field and IT experience with systems like Windows Server, Linux, VMware, and resort-specific platforms, preferably in a similar hospitality setting.

Qualifications

• Has a Bachelor's Degree in Computer Science, Engineering or a related field or equivalent work experience
• Have 1+ Years of prior relevant experience in Information Technology preferably with a 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 Stratton Warren
• Previous Information Systems experience working with the following systems: Windows Server, Linux Red Hat Enterprise Linux - Preferred
• VMware or similar experience - Preferred
• Experience with Opera, Infogenesis, and/or Patron Management, preferred - Preferred
• Previous experience working in a similar resort setting - Preferred

Responsibilities

• Triage incidents escalated from Service Desk and Field Technology Support groups via ticketing system, e‑mail, or phone
• Properly escalation unresolvable issues to Operations Center Level 2 team 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 Operation Center Level 2 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

Skills

Incident management

System monitoring

Customer support

Documentation

Education

Bachelor's degree in Computer Science, Engineering or related field

Tools

Windows Server

Linux (Red Hat)

VMware

Opera

Infogenesis

Patron Management

Job description

MGM Resorts International seeks an Operations Center Analyst to ensure IT applications and systems stay operational across the organization. You will triage incidents, escalate when needed, monitor corporate systems, and keep users informed of status to support uninterrupted guest experiences.

Ideal candidates have a Bachelor's degree in a related field and IT experience with systems like Windows Server, Linux, VMware, and resort-specific platforms, preferably in a similar hospitality setting.