We are seeking a detail-oriented and technically skilled Systems Operations Engineer to join our IT team. The role is responsible for maintaining and optimizing Windows, Linux, and cloud-based systems that support critical resort operations. You'll work across hybrid environments (on-premise and cloud), implement automation and monitoring tools, respond to incidents affecting guest services, and ensure high system availability for 24/7 resort operations. This role is key to ensuring delivery of uninterrupted, reliable systems and ICT infrastructure, contributing to IT division's goal of providing excellent IT service management.
Job Responsibilities:
Project Implementation (ServiceNow)
- As technical lead who documents the overall platform design and helps to analyze the impact of new requirements.
- Ensures platform alignment with the business strategy while adhering to corporate policies and standards, work closely with enterprise architecture team and stakeholders.
- Provides architectural controls to ensure the correct technical solutions are used when delivering business solutions.
- Captures and translates business requirements into complex infrastructure and/or system design for specific implementations, collaborates and business process re-engineering.
System Operations & Maintenance
- Manage, monitor, and maintain systems across hybrid environments (on-premise and cloud).
- Ensure continuous operation of critical resort systems including PMS (Property Management Systems), POS, booking engines, surveillance, and access control systems.
Monitoring & Reliability
- Implement proactive monitoring using tools to prevent downtime in high-traffic systems.
- Quickly respond to incidents affecting guest services or operations, and conduct thorough root cause analysis.
Automation & Configuration Management
- Use tools like Ansible, Terraform, or PowerShell to automate provisioning and configuration.
Security & Compliance
- Enforce security best practices across all systems in compliance with industry standards such as PCI-DSS (for gaming/payments) and GDPR (for guest data).
- Manage patching and endpoint security to protect infrastructure.
Collaboration & Documentation
- Work closely with IT, facilities, and service departments to align infrastructure with business needs.
- Maintain detailed documentation of systems, procedures, and service records.
Job Requirements:
Required Qualifications
- At least 5 years experience in systems administration or SysOps, preferably in a 24/7 operational environment (hospitality, casino, or similar). Candidates with strong relevant skills and a proven track record may also be considered.
Preferred
- Scripting experience in PowerShell, Bash, or Python
- Experience in hospitality systems (e.g., Oracle Opera PMS, Micros POS, Casino management systems)
- Knowledge of compliance requirements: PCI-DSS, GDPR, ISO/IEC 27001
- Certifications: ServiceNow Application/Implementation Specialist, ITIL@4 Practice Manager
Skills
- Proven end to end project management and implementation experience with the ServiceNow Platform, including ITSM modules and reporting
- Experience in supporting application integrations for security, risk, and compliance
- Strong problem-solving and analytical skills
- Strong attention to detail and commitment to uptime
- Ability to work calmly under pressure and during major events or peak resort hours
- Clear written and verbal communication for working with technical and non-technical teams
- Flexible schedule availability (some weekend/evening/on-call rotation may be required)
- Flexible to work outside regular hours (eg. Weekends, evenings, or on-call rotation) when operational needs require
