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 ensure the continuous operational availability of critical applications for MGM Resorts International. This role provides advanced (Tier 2 and Tier 3) support for resolving operational issues in alignment with established Service Level Agreements (SLAs). The Lead is responsible for conducting complex root cause analysis, designing technical solutions that support self-healing and high availability, and guiding the team through mentorship and technical leadership. This position requires cross-functional collaboration with internal departments, vendors, and managed service providers to maintain high-quality application performance.
THE DAY-TO-DAY:
Attend and lead project meetings as needed and support initiatives with technical insights and execution
Manage the support ticket queue and assign tickets, monitor progress, follow up on progress and ensure timely resolution
Mentor and provide constructive feedback to team members to improve technical and professional proficiency
Effectively communicate the needs of the team to the department manager and escalate issues as required to ensure 24/7/365 support coverage, including managing on-call schedules
Act as an escalation point for complex issues from the Operations Center, vendors, and Managed Service
Providers; participate in strike teams as needed for resolution. Provide Subject Matter Expertise (SME) on application-level issues and solutions
Responsible for developing and maintaining a deep understanding of system/application topologies including interfacing systems, databases, cloud infrastructure, networking, and various technical layers
Responsible for creating, updating, maintaining knowledge based (KB) articles, FAQs, and documentation related to applications and application issues for all teams
Stay current on applications, technologies, and technical skillsets through continuous training
Escalate unresolved issues to Tier 4+ teams including Architecture, Development, Infrastructure
Engineering, application vendors and any other required team with follow-up.
Track known issues awaiting vendor/development code releases
Provide technical leadership, enforce best practices in version control, and guide application engineers on tools and processes
Provide and maintain high-level knowledge and hands-on proficiency with Windows OS (latest versions),
Remote Access/Support tools, Active Directory, Unix/Linux operating systems, Cloud platforms and networking fundamentals
Collaborate with IT teams, business users, stakeholders, and external vendors to ensure issue resolution and continuous improvement
THE IDEAL CANDIDATE:
5+ Years of Prior Relevant Experience In a Support Engineering or related IT role Required
Bachelor's Degree Preferred
A strong technical background Preferred
Demonstrated experience supporting enterprise applications, with a track record of developing and implementing increasingly complex solutions
Strong system troubleshooting skills, including end-to-end diagnostics across multiple platforms
Project management capabilities which include planning, coordination, execution, and accountability
THE PERKS & BENEFITS:
Prioritize your wellness, access programs crafted to nurture your mental and physical health.
Enjoy unbeatable discounts on hotel stays, dining, retail, entertainment, and exclusive partner perks for travel, tech, and beyond!
Park with ease-whether you're on or off shift, it's free!
From healthcare to financial support and generous time-off options, we've got you covered.
Elevate your career with development programs, connect through networking events, and make a difference with community volunteer opportunities.