PRIMARY PURPOSE:

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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• 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.
• 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.
• Analyze product tradeoffs and deliver simple and intuitive products that just work.
• Develop relationships with diverse teams spanning all organizational levels.
• Model and act in accordance with MGM mission and values.
• Perform other job‐related duties as requested.

SUPERVISION:

• This position has no direct/official supervisory responsibilities but is responsible for mentoring junior analysts.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in information systems/Technology, Computer Science, Computer Engineering or a related field, or equivalent education and experience.
• At least one (1) year experience in Information Technology, preferably with a strong technical understanding of the various hardware, software and networking systems being supported.