Sr Mgr IT Ops Support

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

Job Profile Title:

Sr Mgr IT Ops Support

Job Code:

19820

Profile Title:

19820 Sr Mgr IT Ops Support

Grade / Band:

L2

FLSA Status:

Exempt

The Senior Manager of Application Support is primarily responsible for responsible for leading the team engaged in Tier 2 and 3 application support activities across MGM Resorts International. The incumbent will engage with application and enterprise architecture teams to ensure the best possible resources are leveraged to ensure system availability and reliability 24/7/365. All duties are to be performed in accordance with departmental and MGM Resorts policies, practices, and procedures.

Lead applications support operations team

Implement new operational processes to improve availability and functionality of MGMRI systems

Manage incidents, work requests, problem resolution, and change control workflow

Manage customers SLA expectations and ensure delivery against committed SLAs

Provide a high level of customer service and develop solid partnerships with internal and external customers to attain excellence in customer service

Manage a team of employee, contract and consulting resources to ensure adequate support for all assigned IT applications including mission‐critical applications for both day‐to‐day operations and on‐call support

Assign projects, tasks, and support responsibilities to team members Ensure the staff is given appropriate training so that depth of support for individual application systems is provided

Guide and coach team members to optimum performance and achievement of goals

Ensure that applications meet business requirements and systems goals, fulfill end‐user requirements, and identify and resolve business issues

Collaborate with analysts, designers, and system owners in the testing of new software programs and applications to ensure they meet specified goals

Provide guidance to AD personnel in the use of standard technologies and best practices for the support and development of software applications

Ensure that new software integrates into company systems, meets functional requirements, system compliance, and interface specifications

Work with department management to ensure applications conform to standards needed to deliver them efficiently in MGM environment

Liaise with company's software suppliers for prompt rectification of any problems or emergencies

Coordinate feasibility studies for software and system products under consideration for purchase, and provide advice based on findings

Evaluate proposals in order to identify potential problem areas, and make the appropriate recommendations

Compile and maintain inventory of company software and systems assets and their corresponding contracts/agreements

Review and analyze existing applications' effectiveness and efficiency, and develop strategies for improving or leveraging these systems

Develop and communicate application training and documentation for end users as necessary

Develop, distribute, and coordinate end‐user reviews for modified and new systems or applications

Research and make recommendations on software products and services in support of procurement and development efforts

Ensure supported applications are compliant

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Preferred

2+ Years of Prior Relevant Experience

Information technology experience in a large scale, complex technical environment and application support.

Required

Previous leadership experience

Preferred

Prior experience in application development

Preferred

Prior project management experience

Preferred

Previous experience in a similar resort setting

Preferred

Ability to analyze process and incidents and lead a team to implement operational processes to improve availability and functionality of MGMRI systems

Strong organizational skills to manage multiple incidents, work requests, problem resolution, and change control workflow

Manage customers SLA expectations and ensure delivery against committed SLAs

Ability to interface effectively with the business to ensure a clear understanding of business requirements, manage SLA expectations, provide a high level of customer service and develop solid partnerships with internal and external customers to attain excellence in customer service

Ability to lead a team of employee, contract and consulting resources to assign projects, tasks and responsibilities appropriately ensuring adequate support for all assigned IT applications including mission‐critical applications for both day‐to‐day operations and on‐call support

Evaluate proposals in order to identify potential problem areas, and make the appropriate recommendations

Compile and maintain inventory of company software and systems assets and their corresponding contracts/agreements

Strong interpersonal skills and negotiation skills to interface with management and staff at all levels within the organization and to deal with suppliers of disaster recovery services.

Ability to work individually and in a team environment with minimal supervision and provide deliverables in a timely manner.

Prior experience working in a large scale technical environment.

Ability to document effectively, using non‐technical business terms and vocabulary that will be clearly understood by all users and co‐workers. Ability to coordinate, facilitate and make presentations.

Ability to work closely and harmoniously with business users and IT personnel on projects.

Ability to manage multiple projects and tasks.

Ability to develop and evaluate alternatives.

Ability to make decisions and take appropriate action.

Ability to establish and maintain priorities.

Ability to effectively develop and use resources.

Excellent customer service skills.

Interpersonal skills to effectively communicate with all business contacts.

Ability to effectively communicate in English, in both oral and written forms.

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X