IT Ops Engineer

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

IT Ops Engineer

Job Code:

19744-1

Profile Title:

19744-1 Technology Service Center L2 Agent

Grade / Band:

IC2

FLSA Status:

Exempt

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.

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.

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.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree or equivalent experience

Information Systems/Technology, Computer Science, Computer Engineering or a related field, or equivalent education and experience.

Required

1+ Years of Prior Relevant Experience

Information Technology, preferably with a strong technical understanding of the various hardware, software and networking systems being supported

Required

Previous experience working with the following systems: Microsoft Azure, Amazon Web Services, Google Cloud Platform, LINUX OS, Windows Server OS, fundamental network protocols.

Preferred

Experience with corporate source systems/files (i.e. Payroll, Human Resources, General Ledger, Hiring/Employee Processing, Inventory & Purchasing, Vendor Payments and Time & Attendance)

Preferred

Experience with multi source system databases (e.g. DB2, SQL Server, or Oracle).

Preferred

Experience with at least one of the following systems: Oracle Opera, Agilysys InfoGenesis and Lodging Management Systems, IGT Service Base Gaming and Slot floor systems, Patron Management, Zenoti, Microsoft Dynamics.

Preferred

Experience working with Infinium BOH Applications or other iSeries BOH applications.

Preferred

Major Operating System Engineer level certification (Microsoft Certifications, Comptia Certifications, etc.)

Preferred

Vendor accessed certification is a hardware platform (DCSE, HP, IBM, etc.)

Preferred

Understanding of ITIL processes.

Preferred

Understanding of system error messages and resolve system related problems

Preferred

Previous experience delivering commercial cloud and backend software products and services at enterprise to internet scale or experience in a related area.

Preferred

Previous experience with software development in a production environment (java/C++/other).

Preferred

Previous experience working in a similar resort setting.

Preferred

Previous experience with distributed computing, enterprise‐wide systems, agile‐based development, Scrum, Kanban or other agile methodology and experience working in a DevOps culture and with distributed teams

Preferred

Microsoft Azure, Amazon Web Services, Google Cloud Platform, Microsoft Windows Server 2012‐2022, Windows 10/11 workstations, AS400, and TCP/IP and SNMP network protocols.

Strong understanding of all software layers including UI, service, data store and communication layers.

Basic understanding of software engineering best practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations.

Basic understanding of Computer Science fundamentals in object‐oriented design, data structures, algorithm design, problem solving, and complexity analysis.

Must have project management skills including project planning, structure, discipline, execution and follow through

Must have a thorough understanding of Hotel and Casino environments.

Have in‐depth understanding of system error messages and resolve system related problems.

Microsoft, Amazon or Google certifications or equivalents experience/schooling a plus.

Must understand ITIL processes.

Ability to handle multiple tasks, to prioritize, and demonstrate excellent follow‐through on each task assigned.

Must be able to communicate effectively in English, in both written and oral forms.

Must have interpersonal skills to deal effectively with all business contacts.

Maintain a professional, neat and well‐groomed appearance, adhering to MGMRI standards.

Knowledge of the state of technology to inform the technical design, development and standards across the software platform

Excellent customer service skills.

Possess and utilize intermediate knowledge of computer software to include Microsoft Word, Excel, PowerPoint and Outlook and/or equivalent platforms.

Balancing

Bending

Carrying __pounds

X

10

Clear speech - simple

Clear speech - complex

X

Climbing

Crawling

Crouching

Distant vision

Driving - auto/van

Driving - limousine

Flexibility - upper body

Flexibility - lower body

Hearing/Listening

X

Kneeling

Lifting __pounds

X

10

Near vision

X

Normal vision

X

Pushing/Pulling

Reaching

Sitting

X

Standing - 5 hours minimum

X

Stooping

Typing __w.p.m.

X

60

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

Exposure to fumes / odors

Extreme cold

Extreme heat

Fast pace

X

Hazardous conditions - Chemicals

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

X

Noise levels - low to moderate

Noise levels - low to high

Office conditions

X

Outdoors

Restricted area

X

Shifts

Smoke

__% Travel

Vibration

Wet/Humid

Live Stream/ Video Recording

Analytical

X

Clerical

Comprehension

X

Crisis incidents

Customer service

X

Decision making

X

Fatigue

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

Memorization

Organization

X

Perception

X

Reading - simple

Reading - complex

X

Repetition

Safety hazards

Tight deadlines

X

Working conditions

Writing - simple

Writing - complex

X