Job Number24036885Job CategoryInformation TechnologyLocationMarriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesScheduleFull-TimeLocated Remotely?YRelocation?NPosition TypeManagementJOB SUMMARYAs 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 coversSecond 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 natureCANDIDATE PROFILERequired Education and ExperienceUndergraduate degree in an engineering or computer science discipline and/or equivalent experience/certification5+ years progressive technology experience3+ years' experience in the operational support of critical solutions in large scale environments and organizations with specific experience inWindows ServersRHELVMWare (vCenter and ESXi Hypervisor)Ability to work outside of normal business hours and days in a 24x7x365 environment.Some travel requiredPreferred:CI/CD pipeline technologies such as Git, Docker Trusted Registry, Artifactory, Hashicorp Vault, Maven, etc.Security Protocols like SSL, SAML, LDAP etc.AIX AdministrationAutomation and Scripting languages (Ansible, PowerShell, VB, ShellScript)Strong organizational, written and verbal communication skillsITIL v4 certificationExperience in researching emerging technologies and trends, standards, and productsWindows and Redhat CertificationExperience delivering technology solutions in a fast-paced, deadline driven enterprise environmentExperience learning and applying new technologies to solve business needsExcellent understanding of change management, testing requirements, techniques, and tools to ensure high availability of systemsCORE WORK ACTIVITIESProvide 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 ITProvides closure to incidents or initiates a process-based, hand-off to next shiftWorks with support vendors and providers to ensure proper global coverage, phone support, parts replacement and smart handsWork to create and mature incident response processesProvides oversight to service providers or less experienced engineersDrive the objectives associated with Problem Management; such as customer communication and Root Cause Analysis reportsTrains and/or mentors other team members, and peers as appropriateIdentifies opportunities to enhance the service delivery, operations and continual service improvement processesIdentifies solutions that may contribute to greater stability and reliability of property infrastructureDevelop implementation plans, test plans, and timelines for projects and tasksDelivering TechnologyCreate and enhance administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures for employees, contractors and vendor engagementsEstablishes cadence of communication with US/Canada and other organizations to stay abreast of deployment and production support activitiesWorks in a concerted effort with application development and engineering teams to resolve complex issuesProvides oversight, collaboration, provisioning, management and maintenance of technology products and service alternatives that improve the production services environmentResponsible for the establishment and continuous development of monitoring and alerting for all production environmentsContributes to continuous improvement of internal processesAttends training to ensure skillset and tools support the production environments and deliver on project commitmentsPerforms quantitative and qualitative analyses for operational availability to promote a zero-defect environmentAssists operational teams in system updates & upgradesProvides consultation for routine systems developmentMaintains a proper balance between business and operational riskFacilitates achievement of expected deliverables and obligations of Services ProvidersEnsures early warning to the business stakeholder executives regarding degraded or missed service levelsService Provider ManagementActively coordinates with IT service providers and vendors to bring incidents to resolutionManages Service Providers with a focus on continuous service improvement and service restorationMonitors, manages and leads Service Provider outcomes required to ensure operational availability and a zero-defect production environmentConsults with internal Service Management & external Service Providers on performance, business reporting, analytics metrics and business value dashboardsMaintaining GoalsSubmits 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 PoliciesManages 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 KnowledgeProvides 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 StakeholdersUnderstands 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 strategiesCommunicates 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 prioritiesCalifornia 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 28 days after the date of this posting, 3/4/2024.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.Bewhere you can do your best work,?beginyour purpose,belongto an amazing global? team, andbecomethe best version of you.
