Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.
The Job
The IT Lead Support Engineer will be pivotal in ensuring the seamless operational availability of mission-critical applications for MGM Resorts International. This role provides advanced support (Tier 2 and Tier 3) to swiftly address and resolve operational issues in accordance with established Service Level Agreements (SLAs). The Lead will take ownership of conducting in-depth root cause analyses, designing and implementing technical solutions to drive self-healing mechanisms, and ensuring high availability of systems. Additionally, the Lead will provide technical mentorship and leadership to the support team, fostering a culture of continuous improvement. This position demands strong cross-functional collaboration with internal departments, external vendors, and managed service providers to maintain and enhance application performance at the highest standards.
The Day-to-day
Lead project meetings, providing technical insights and execution support.
Manage the support ticket queue, ensuring timely resolution and progress tracking.
Mentor team members, offering feedback to enhance skills and professionalism.
Ensure 24/7/365 support coverage, manage on-call schedules, and escalate issues as needed.
Act as an escalation point for complex issues and provide Subject Matter Expertise (SME).
Maintain deep knowledge of system/application topologies, cloud infrastructure, and networking.
Create and update knowledge base articles, FAQs, and documentation.
Stay current with emerging technologies and enhance technical skillsets through training.
Escalate unresolved issues to Tier 4+ teams and track known issues.
Provide technical leadership, enforce version control best practices, and guide engineers.
Maintain proficiency in Windows OS, Active Directory, Unix/Linux, Cloud platforms, and networking.
Collaborate with IT teams, business users, and external vendors for issue resolution and improvement.
The Ideal Candidate
Bachelor's degree or equivalent experience
5+ years of prior relevant experience in support engineering or related IT role
Proven experience supporting enterprise applications, developing and implementing complex solutions
Familiarity with hospitality technologies, including Hotel, POS, and/or Casino management systems
Strong system troubleshooting skills with end-to-end diagnostics across multiple platforms
Project management skills, including planning, coordination, execution, and accountability
In-depth understanding of hospitality operational environments
Ability to prioritize and manage multiple tasks in dynamic settings, with strong follow-through
Expertise in system error messages and resolving system-related issues
Knowledge of Agile methodologies and team processes
Excellent verbal and written communication skills in English
Strong interpersonal skills for collaborating with technical teams, business stakeholders, and external vendors
A strong technical background
The Perks & Benefits
Wellness incentive programs to help you stay healthy physically and mentally
Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
Free meals in our employee dining room
Free parking
Health & Income Protection benefits (for eligible employees)
Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community