Address
Form of workJOB SUMMARY
As part of the Priority Incident Response team that supports the US/Canada organization 24.7.365 this role is responsible for the coordination application(s) incident resolution as a technical expert. Performs research and analysis that facilitates incident resolution. Accountable for restoring normal service operation as quickly as possible and to minimize the impact on business operations for application-related incidents that have been escalated to the Priority Incident Team, thus ensuring that the best possible levels of service quality and availability are maintained. Partners, as part of the Incident Response "pod", with Incident Command, Network, and Infrastructure team to quickly resolve and escalate to problem management to reduce future incidents.
CANDIDATE PROFILE
Required Education and Experience
5+ years' progressive experience in application development including application production support across a diverse set of technologies
Undergraduate degree or equivalent experience/certification
Ability to work established shift (first/second/third) and non-standard workweek
Potential for occasional travel
Preferred:
Broad technical acumen across multiple disciplines applications with a solid understanding of current technologies
3 years in a technical discipline role with experience in planning, implementing and evaluating processes, systems and/or initiatives
Experience in software development with expert level expertise in multiple programming languages and methodologies
Experience applying measurement processes/methods for assessing program outputs and outcomes or progress toward goals and objectives.
Certifications (e.g., ITSM, ITILv3)
Ability to work across organizational boundaries, to help lead and influence change
Ability to command the process across all levels to ensure customer focus; including being assertive and self-starting
Demonstrated leadership experience in influence and garnering alignment from external organizations
Ability to align change management strategies with project
Skilled in conceptualizing creative solutions, documenting them, and presenting/selling them to senior management
Extremely high level of analytical ability with complex problems
Very high level of interpersonal skills to work effectively with others, motivate employees, and elicit work output in a team environment
Proven experience, knowledge and demonstration of continuous process improvement
CORE WORK ACTIVITIES
Drive Incident Resolution
Acts as the application(s) expert for all incident bridge calls to evaluate event, maintain timeline and ensure that service is restored as quickly as possible
Contributes to the diagnosis of the P2 or other priority incident to quickly restore services.
Determines need for new Problem or association with Known Error or other existing Problem and ensure they are added to existing Problem or new ticket is created.
Partner with Monitoring Team to ensure that application monitoring is present, current and that metrics meet need to proactive response to anticipated degradation/outage
Contributes to the Known Error Database and ensures that application Incident playbooks are documented and updated appropriately
Ensures that Known Error playbooks are followed during Incident calls
Define/publish appropriate application incident metrics
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 persons 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 timely results in the form of reports, presentations, etc.
Demonstrates an understanding of business priorities
Additional Responsibilities
Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner.
Demonstrates self confidence, energy and enthusiasm.
Informs and/or updates leaders on relevant information in a timely manner.
Manages time effectively and conducts activities in an organized manner.
Presents ideas, expectations and information in a concise, organized manner.
Uses problem solving methodology for decision making and follow up.
Performs other reasonable duties as assigned by manager.
California Applicants Only: The salary range for this position is $81,525.00 to $174,271.00 annually.
Colorado Applicants Only: The salary range for this position is $81,525.00 to $158,430.00 annually.
New York Applicants Only: The salary range for this position is $81,525.00 to $174,271.00 annually.
Washington Applicants Only: The salary range for this position is $81,525.00 to $174,271.00 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.
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.
