Lead IT Support Engineer at MGM Resorts International

Nevada, Missouri, United States

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, Entertainment, GamingIndustries

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
Maintain proficiency in Windows OS, Active Directory, Unix/Linux, Cloud platforms, and networking
Maintain deep knowledge of system/application topologies, cloud infrastructure, and networking

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)
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
Collaborate with IT teams, business users, and external vendors for issue resolution and improvement
Provide advanced support (Tier 2 and Tier 3) to address and resolve operational issues in accordance with SLAs
Conduct in-depth root cause analyses, design and implement technical solutions to drive self-healing mechanisms, and ensure high availability of systems
Provide technical mentorship and leadership to the support team, fostering a culture of continuous improvement
Collaborate cross-functionally with internal departments, external vendors, and managed service providers to maintain and enhance application performance