Sr Manager Application Support

MGM Resorts International

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About The Position

The Senior Manager of Application Support leads and develops the team responsible for Tier 2 and Tier 3 application support across MGM Resorts International, ensuring the stability, performance, and continuous improvement of critical enterprise systems. This role partners closely with Application Development and Enterprise Architecture teams to align support strategies with business and architectural standards, leveraging the right resources, tools, and processes to maintain 24/7/365 system availability and reliability. The position drives operational excellence through proactive monitoring, incident and problem management, root cause analysis, and continuous service improvement, while ensuring all activities adhere to departmental standards and company policies.

Requirements

• Minimum 2+ years of IT experience in a large-scale, complex enterprise environment with hands-on application support; prior leadership, application development, project management, and resort/hospitality experience preferred.
• Demonstrated experience supporting Point-of-Sale (POS) and/or retail systems, ideally within high-volume hospitality environments, including familiarity with platforms such as Agilysys and related retail technologies.
• Proven ability to manage incidents, service requests, problem resolution, and change control processes while meeting SLAs and improving system availability, particularly for mission-critical POS and retail applications.
• Strong leadership skills with experience directing employees, contractors, and vendors to ensure 24/7 operational support coverage and effective resource utilization.
• Excellent analytical, organizational, and communication skills, with the ability to collaborate cross-functionally, evaluate solutions and vendor proposals, manage software assets, and translate technical concepts into clear business terms while delivering exceptional customer service.

Responsibilities

• Lead the Application Support Operations team supporting enterprise systems across MGM Resorts International, driving service excellence, operational stability, and continuous improvement.
• Oversee incident, problem, work request, and change management processes, implementing enhanced operational controls to improve system availability, performance, and functionality while ensuring delivery against committed SLAs.
• Manage and develop a diverse team of employees, contractors, and consultants, assigning projects and support responsibilities, providing coaching and performance guidance, and ensuring appropriate cross-training to maintain depth of support for mission-critical applications and 24/7 on-call coverage.
• Partner with Application Development, analysts, system owners, and enterprise stakeholders to ensure applications meet business requirements, integrate effectively into the enterprise environment, comply with standards, and align with architectural and technology best practices.
• Collaborate with software vendors and external partners to resolve issues, coordinate escalations, evaluate product proposals, and conduct feasibility studies, providing informed recommendations to support procurement and strategic technology decisions.
• Evaluate the effectiveness and efficiency of existing applications, recommend optimization strategies, ensure regulatory and system compliance, and maintain an accurate inventory of software assets, licensing agreements, and support contracts.
• Develop and coordinate end-user training, documentation, and acceptance reviews for new and enhanced applications, fostering strong partnerships with internal and external customers to deliver a high level of service and user satisfaction.

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
• Free meals in our employee dining room
• Free parking
• Health & Income Protection benefits (for eligible employees)
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed