Job Title:   Lead Application Support Engineer
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MGM Resorts International Operations
Information Technology
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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