Sr Application Support Engineer at MGM Resorts International

Nevada, Missouri, United States

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, EntertainmentIndustries

Bachelor's degree in a related field required
Minimum of 4 years of relevant IT experience, with strong technical knowledge across hardware, software, networking, and application support, including experience developing complex solutions
Proficiency in troubleshooting and managing enterprise platforms such as UNIX, Windows Server, Citrix, AIX, AS400, and network protocols (TCP/IP, SNMP); MCSA or equivalent experience is a plus
Strong project management skills with the ability to plan, prioritize, and execute tasks efficiently while demonstrating excellent follow-through
Familiarity with ITIL processes and a solid understanding of system error diagnostics, system integrations, and vendor hardware certifications (DCSE, HP, IBM, etc.) preferred
Excellent verbal and written communication skills, with the interpersonal ability to work effectively across business units and maintain professionalism in line with MGMRI standards
Ideal candidates will have experience in hospitality or F&B environments, including systems such as Opera, LMS, Infogenesis, Zenoti, and integrations with hotel partners like Expedia
Advanced knowledge across key platforms (AS400, Dell, HP, Tandem/Stratus), operating systems (Windows, Unix/Linux, OS400), and technologies (Java, Active Directory, Citrix, application installation)

Resolve escalated application issues from Operations Center Analysts, Tier 1 teams, and third-party vendors, serving as a Subject Matter Expert (SME) for complex incidents
Participate in and lead project and strike team meetings, acting as an escalation point and technical advisor as needed
Maintain in-depth understanding of system and application topologies, including interfacing systems and dependencies
Create, update, and manage documentation such as KBAs, FAQs, issue logs, and technical guides related to application support
Collaborate with IT teams, vendors, and business users to resolve issues and escalate to Tier 3 support when necessary
Provide mentoring and technical leadership to junior engineers, including guidance on version control and support practices
Ensure the stability, availability, and performance of applications across MGM Resorts International
Provide advanced second- and third-level support to resolve complex operational issues in accordance with defined SLAs
Conduct in-depth root cause analysis and implement automated solutions to enhance system resilience and availability, ensuring applications remain self-healing and robust
Mentor junior engineers, promote knowledge sharing, and work closely with other IT teams to ensure timely and high-quality issue resolution across the enterprise