Job Number 24036887
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAPSchedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management

As part of the Priority Incident Response team, this a critical role drives effective operational restoration in an L3 capacity for our properties located in US and Canada. This position covers Second or Third Shift, generally 4PM to 1AM or 12AM to 9AM, respectively (shifts will overlap for hand-off). 

Where capacity exists, this role also helps to perform research, analysis, design, creation, and implementation of innovative, high performing, solutions to meet current and future critical property system needs in terms of problem management. The function of Priority Incident Response is 24x7x365 in nature

CANDIDATE PROFILE

Required Education and Experience

• Undergraduate degree in an engineering or computer science discipline and/or equivalent experience/certification 
• 5 years progressive technology experience
• 3 years’ experience in the operational support of critical solutions in large scale environments and organizations with specific experience in
  • Windows Servers
  • RHEL
  • VMWare (vCenter and ESXi Hypervisor)
• Ability to work outside of normal business hours and days in a 24x7x365 environment.
• Some travel required

Preferred:

• CI/CD pipeline technologies such as Git, Docker Trusted Registry, Artifactory, Hashicorp Vault, Maven, etc.
• Security Protocols like SSL, SAML, LDAP etc. 
• AIX Administration
• Automation and Scripting languages (Ansible, PowerShell, VB, ShellScript)
• Strong organizational, written and verbal communication skills
• ITIL v4 certification
• Experience in researching emerging technologies and trends, standards, and products
• Windows and Redhat Certification
• Experience delivering technology solutions in a fast-paced, deadline driven enterprise environment 
• Experience learning and applying new technologies to solve business needs
• Excellent understanding of change management, testing requirements, techniques, and tools to ensure high availability of systems

CORE WORK ACTIVITIES

• Provide infrastructure support for priority incidents as directed by US/Canada Incident Commander. 
• Collaborates through the incident with key team members (network, application, etc.) to engage service providers and other stakeholders to identify problem root cause and drive service restoration (examples: Property Management Systems, Point of Sales, File and Print, Key Servers, etc.)
• Operates as the liaison between Properties, Continent teams and Corporate IT
• Provides closure to incidents or initiates a process-based, hand-off to next shift 
• Works with support vendors and providers to ensure proper global coverage, phone support, parts replacement and smart hands
• Work to create and mature incident response processes
• Provides oversight to service providers or less experienced engineers
• Drive the objectives associated with Problem Management; such as customer communication and Root Cause Analysis reports
• Trains and/or mentors other team members, and peers as appropriate 
• Identifies opportunities to enhance the service delivery, operations and continual service improvement processes
• Identifies solutions that may contribute to greater stability and reliability of property infrastructure
• Develop implementation plans, test plans, and timelines for projects and tasks

Delivering Technology 

• Create and enhance administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures for employees, contractors and vendor engagements 
• Establishes cadence of communication with US/Canada and other organizations to stay abreast of deployment and production support activities 
• Works in a concerted effort with application development and engineering teams to resolve complex issues
• Provides oversight, collaboration, provisioning, management and maintenance of technology products and service alternatives that improve the production services environment 
• Responsible for the establishment and continuous development of monitoring and alerting for all production environments
• Contributes to continuous improvement of internal processes 
• Attends training to ensure skillset and tools support the production environments and deliver on project commitments
• Performs quantitative and qualitative analyses for operational availability to promote a zero-defect environment
• Assists operational teams in system updates & upgrades
• Provides consultation for routine systems development
• Maintains a proper balance between business and operational risk 
• Facilitates achievement of expected deliverables and obligations of Services Providers
• Ensures early warning to the business stakeholder executives regarding degraded or missed service levels

Service Provider Management

• Actively coordinates with IT service providers and vendors to bring incidents to resolution
• Manages Service Providers with a focus on continuous service improvement and service restoration
• Monitors, manages and leads Service Provider outcomes required to ensure operational availability and a zero-defect production environment
• Consults with internal Service Management & external Service Providers on performance, business reporting, analytics metrics and business value dashboards

Maintaining Goals

• Submits reports in a timely manner, ensuring delivery deadlines are met.
• Promotes the documenting of project progress accurately.
• Provides input and assistance to other teams regarding projects.

Managing Work, Projects, and Policies 

• Manages and implements work and projects as assigned.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Provides timely, accurate, and detailed status reports as requested.

Demonstrating and Applying Discipline Knowledge 

• Provides technical expertise and support to people inside and outside of the department.
• Demonstrates knowledge of job-relevant issues, products, systems, and processes.
• Demonstrates knowledge of function-specific procedures.
• Keeps up-to-date technically and applies new knowledge to job.
• Uses computers and computer systems (including hardware and software) to enter data and/ or process information.

Delivering on the Needs of Key Stakeholders

• Understands and meets the needs of key stakeholders.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
• Collaborates with internal partners and stakeholders to support business/initiative strategies
• Communicates concepts in a clear and persuasive manner that is easy to understand.
• Generates and provides accurate and prompt results in the form of reports, presentations, etc.
• Demonstrates an understanding of business priorities

California Applicants Only: The salary range for this position is $83,550.00 to $178,603.00 annually.

Colorado Applicants Only: The salary range for this position is $83,550.00 to $162,366.00 annually.

Hawaii Applicants Only: The salary range for this position is $101,096.00 to $178,603.00 annually.

New York Applicants Only: The salary range for this position is $83,550.00 to $178,603.00 annually.

Washington Applicants Only: The salary range for this position is $83,550.00 to $178,603.00 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 49 days after the date of this posting, 03/04/2024.

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.