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Lead Application Support Engineer
MGM Resorts International Operations
21 and over
Receive and resolve escalations from the Operations Center Analysts.
Receive and resolve application escalations from Tier 1 third party vendors personnel.
Provide Subject Matter Expertise (SME) level of application level issues.
Responsible for attending project meetings and facilitating meetings as required.
Responsible for understanding system/application topology to include interfacing systems.
Responsible to attend strike teams as an escalation point.
Responsible for providing KBA’s.
Responsible to assistance as required in providing Frequently Asked Questions (FAQ) and responses from Tier 1 & Tier 2.
Responsible for creating and maintaining documentation related to applications and application issues.
Responsible for documenting issues that are awaiting code releases to resolve.
Responsible for attending training on applications and technical skills.
Works with IT groups, Vendors and Business users.
Escalates issues for resolution (and provides follow-up) to Tier 3 (MGM Enterprise Architecture, In-house Development staff, Infrastructure Engineering, OEM and application vendors).
Schedules team on-call responsibilities.
Provide technical leadership to more junior application engineers.
Provide expert knowledge and mentoring in version control systems.
Provide expert knowledge on the following platforms:AS400, Dell, HP, and/or Tandem/Stratus.
Provide expert knowledge on the following operating systems/technologies: OS400; Windows 2003, 2008 Windows Terminal Services; XenApp; Windows Active Directory; Guardian; Unix/Aix/Linux; and/or Application Installation.
Performs other job related duties as assigned.
At least 6 years experience in Information Technology preferably with a strong technical understanding of the various hardware, software and networking systems being supported.
At least 4 years in an application and network support role with a demonstrated track record of development of more and more complex solutions.
Experience with corporate source systems/files (i.e. Payroll, Human Resources, General Ledger, Hiring/Employee Processing, Inventory & Purchasing, Vendor Payments and Time & Attendance).
Have project management skills including project planning, structure, discipline, execution and follow through.
Have a thorough understanding of Hotel and Casino environments.
Ability to handle multiple tasks, to prioritize, and demonstrate excellent follow-through on each task assigned.
Understanding of ITIL processes.
Understanding of system error messages and resolve system related problems.
Excellent customer service skills.
Ability to lead and mentor a team.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
High School diploma or equivalent.
At least 4 years of Information Systems experience working with the following systems: IBM AS400 series, AIX, UNIX, Windows and Sun Micro systems, TCP/IP and SNMP network protocols.
Experience with multi source system databases (e.g. DB2, SQL Server, or Oracle).
Able to effectively communicate in English, in both written and oral forms.
Bachelor Degree in Information Systems/Technology, Computer Science, Computer Engineering or a related field.
Major Operating System Engineer level certification (MCSE, AIX, OS400, etc.).
Vendor accessed certification is a hardware platform (DCSE, HP, IBM, etc.).
Experience with at least one of the following systems: Opera, LMS, Infogenesis, Patron Management, SpaSoft, TIBCO, Spotfire, Epicor, and/or Stratten Warren.
Experience with Infinium BOH Applications or other iSeries BOH applications ie: Lawson Iris.
Previous experience working in a similar resort setting.
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