Job Number 24010109

　　Job Category Information Technology

　　Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

　　Schedule Full-Time

　　Located Remotely? Y

　　Relocation? N

　　Position Type Management

　　JOB SUMMARY:

　　As part of the 24x7 Service Deliery team for US/Canada, this pivotal Second Shift role drives the identification and resolution of priority escalations for US and Canadian hotels where previous solutions/servces/support have not been successful or where a significant/high impact incident has emerged.. Coordinates with internal and external technical partners to provide real-time and prompt support to restore service. Collaborates with key stakeholders and hotel regional and property staff to diagnose, direct, coordinate, communicate and provide high touch service during outages. Leads formal and informal communications to stakeholders throughout the incident process in a manner that resonates with both highly technical and non-technical stakeholders. Will be responsible for identifying, implementing, and evolving processes and tools that contribute to effective incident and problem management.

　　CANDIDATE PROFILE

　　Required Qualifications:

　　7+ years of experience in an information technology environment

　　3+ years’experience in IT operations that include troubleshooting complex network, server, storage, and/or application issues

　　2+ years’operations experience involving Incident and Problem Management that included leading resolution efforts and documenting outcomes

　　2+ years supporting technology in a distributed environment (hospitality, banking, retail, etc.)

　　Undergraduate degree in technology or business discipline or equivalent experience and certifications

　　Ability to cover a second shift (generally 4 pm – 1 am EST) with flexibility for potential on-call responsiblities

　　Other Attributes

　　Ability to very quickly diagnose issues and drive resolution through engagement and alignment with multiple stakeholders

　　Strong customer service acumen and ability to demonstrate empathy and understanding to our properties and customers

　　Strong written and verbal communication skills with the ability to concisely and accurately tailor information to specific audiences

　　Demonstrated success in a fast paced, highly visible, high demand environment

　　Ability to create and maintain constructive relationships in the global technology arena with leaders and partner teams

　　Preferred Qualifications

　　3+ years’ Hospitality Technology Experience including experience such as Property Management Systems, Digital Key Systems, Point of Sale and/or payment systems

　　Experience and understanding of the Marriott technology ecosystem

　　Demonstrated experience working with technology service management tools; e.g. ServiceNow, Jira Cloud, Slack, PagerDuty

　　Experience in various technology platforms (e.g. network infrastructure, SAAS (Software as a Service), telecommunications, client server architecture, enterprise and workgroup server platforms, Web applications, etc.)

　　ITIL Foundations v4 Certification preferred

　　Broad process or technical acumen across multiple discipline applications with a solid understanding of current technologies and trends

　　Demonstrable experience with various monitoring, performance, or capacity tools

　　Ability to solve complex, cross-functional issues across proprietary and SAAS applications in an expedited manner

　　Demonstrated ability to handle and track multiple priorities while achieving performance targets

　　Strong knowledge of Server, Storage, Network, Middleware, Application and Cloud technologies.

　　A high degree of curiosity and a drive to seek more efficient ways of delivering service using available and future state tools

　　Strong understanding of hotel property operations or relevant hospitality operations experience

　　CORE WORK ACTIVITIES

　　Delivering Technology

　　Provides management and coordination of various IT cross-functional processes and serves as an escalation point for identified internal and external stakeholders

　　Bridges the gaps between service delivery, product, and business teams and drive rapid recovery during incidents.

　　Provides a holistic view of the environment and makes recommendations to improve speed to resolution and restoration of service.

　　Participates in system or application triage with support teams, third party and/or vendors as necessary while acting as consultant and lead

　　Documents incident root cause and communicate post resolution insight to stakeholders using standard tools and templates

　　Monitors and reports on triage performance, product and application opportunities, and customer engagement

　　Provides accurate and timely communications during incident response to teams and key stakeholders.

　　Identifies opportunities to enhance the service delivery processes for internal and external teams

　　Participates with cross functional teams to drive and implement continuous improvement activities

　　Ensures post-event activities (e.g.RCA, PIR) are completed for assigned tickets in a timely manner with escalation to leadership of those that are missing targeted delivery date

　　Drive Incident Resolution

　　As the leader for property incident bridge calls, evaluates the event, maintains timelines, and ensures service restoration in an expedited and fastidious manner

　　Acts as decision owner of when to shift demand and/or take redundant resource capacity offline or bring it back online

　　When needed, acts as a driver to escalate incident triage further leveraging required resolver or supporting group participation

　　Determines need for new Problem or association with Known Error or other existing Problem and ensures they are added to existing Problem or new ticket is created.

　　Shares discovery information to product or business teams for updating of customer facing Known Issues Log

　　Ensures that Known Error playbooks are followed during Incident calls and updated with lessons learned

　　Provide accurate and timely communications to ensure customer awareness and team alignment during incident response

　　Managing Projects and Priorities

　　Champions leaders’ vision for product and service delivery.

　　Thinks creatively and practically to develop, execute, and implement new project plans.

　　Generates and provides accurate and timely results in the form of reports, presentations, etc.

　　Plans, develops, implements, and evaluates the quality of operations.

　　Delivering on the Needs of Key Stakeholders

　　Understands and meets the needs of key stakeholders.

　　Communicates concepts in a clear and persuasive manner that is easy to understand.

　　Demonstrates an understanding of business priorities.

　　Supports achievement of performance goals, budget goals, team goals, etc.

　　Providing Technical Support and Consultation

　　Provides recommendations to improve the effectiveness of processes and programs.

　　Demonstrates advanced knowledge of job-relevant issues, products, systems, and processes.

　　Demonstrates advanced knowledge of function-specific procedures.

　　Applies knowledge/judgment to achieve business goals.

　　Foresees, identifies, and resolves problems.

　　Keeps up-to-date technically and applies new knowledge to job.

　　Performs other reasonable duties as required for this position.

　　California Applicants Only: The salary range for this position is $96,038.00 to $209,169.00 annually.

　　Colorado Applicants Only: The salary range for this position is $96,038.00 to $190,154.00 annually.

　　Hawaii Applicants Only: The salary range for this position is $116,205.00 to $209,169.00 annually.

　　New York Applicants Only: The salary range for this position is $96,038.00 to $209,169.00 annually.

　　Washington Applicants Only: The salary range for this position is $96,038.00 to $209,169.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

　　All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

　　Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

　　The application deadline for this position is 28 days after the date of this posting, 1/16/2024.

　　Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

　　Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.