The SHOW comes alive at MGM Resorts International! 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:It is the primary responsibility of the Technology Service Center L 2 Agent to ensure applications and infrastructur... more details
The SHOW comes alive at MGM Resorts International!
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:
It is the primary responsibility of the Technology Service Center L2 Agent to ensure applications and infrastructure systems remain operational for MGM Resorts International. The Technology Service Center L2 Agent provides second and third level support to resolve any operational concerns with the applications and systems in accordance with established SLAs. They perform complex systems root cause analysis of problems and incidents associated with applications and services within the corporate environments. They implement technical solutions that provide for self-healing and high availability of all applications installed at MGMRI. They mentor other junior Technology Service Center L2 Agents on a day-to-day basis and interact directly with other departments within IT as appropriate to ensure prompt and high-quality resolution of issues. This will include developing production grade code through vision, definition, planning, execution, deployment, and sustainment. All duties are to be performed in accordance with departmental and MGM Resorts policies, practices, and procedures.
THE DAY TO DAY:
Receive and resolve escalations from the Technology Service Center L1 Team
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 coordinate strike teams as an escalation point
Responsible for coordinating problem investigations
Responsible for creating Knowledge Base Articles
Responsible to assistance as required in providing Frequently Asked Questions (FAQ) and responses from Tier 1 & Tier 2
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)
Provide high level knowledge and mentoring in version control systems
Provide high level knowledge on the following operating systems/technologies: Microsoft Azure, Amazon
Web Services, Google Cloud Platform, Microsoft Windows Server OS, Terminal Services; Windows Active Directory; Guardian, Linux, and/or Application Installations
Develop production grade code: through vision, definition, planning, execution, deployment and sustainment.
Partner with Product Management to build great customer experiences.
Work with technology leadership to identify new technologies and techniques that can improve our overall platform performance and ultimate customer experience.
Ensure consistency, reliability, supportability and observability is executed and maintained across our services.
Effectively communicate to pull people together and enable them to find solutions to challenges they encounter.
MINIMUM REQUIREMENTS:
Bachelor's Degree or equivalent experience in Information Systems/Technology, Computer Science, Computer Engineering or a related field.
1+ years of prior relevant with Information Technology, preferably with a strong technical understanding of the various hardware, software and networking systems being supported.
THE PERKS & BENEFITS:
Wellness incentive programs to help you stay healthy physically and mentally.
Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more.
Professional and personal development through programs and networking opportunities
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