Seminole Hard Rock Support Services provides Information Technology Services for Seminole Gaming and Hard Rock International and their subsidiaries and/or franchisees.
The IT Operations Analyst III is responsible for monitoring, managing and responding to system alerts at the Operations Center. The individual is also responsible for receiving calls to the Service Desk for help on the Enterprise Systems. Monitors and manages data information, including technical and administrative analysis, remediates or escalates incidents to the appropriate responsible parties. This includes the monitoring of applications, Network, Telecommunications, Guest facing computer services and trouble isolation and repair of identified and reported problems.
Operations Center and Service Desk responsibilities:
- Central IT communications
- Manage
- Monitor
- Diagnose
- Report
- Escalate
- Knowledge Management
- Gather statistics
- Performance analysis
- Capacity checking
- Incident Management
- Ticket administration
- Change control administration
- Take Service Desk calls and provide technical support
- Escalate Technical Issues to vendors as needed
- Provide LAB Environment Support
- Monitoring Systems Configuration
- System and Application administration
Main Duties and Responsibilities:
- Monitors and interprets system events and activity
- Diagnose and remediate incidents
- Escalate incidents to responsible parties that include senior technical specialist, development, and vendors
- Communicate system issue and incidents to impacted parties
- Operate and exercise procedures according to established operational policies and procedures
- Prepare and report on trend analysis, capacity planning and overall system health
- Provide Level III resolution to more complex issues that requires more detailed systems and application knowledge
- Opens up problem reporting tickets and accurately uses all problem tracking software systems
- Enterprise Applications and System Administration
- Responsible for on-boarding and training of new team members.
- Adheres to other defined SOPs as required
- Must be available to work different shifts that will include nights, weekends, and on-call rotation as needed
