Address
Form of work
As part of the 24x7 Service Delivery team for US/Canada, this role supports and drives the identification and resolution of priority escalations for US and Canadian hotels where previous solutions/services/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 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.
CANDIDATE PROFILE
Required Qualifications:
- 3-5+ years of experience in information technology
- 2+ years' experience in IT operations that include troubleshooting complex network, server, storage, and/or application issues
- 2+ years' hospitality technology experience including experience such as Property Management Systems, digital key systems, point of sale and/or payment systems
- Associate's degree in technology or business discipline or equivalent experience and certifications
- Ability to cover a defined shift in a 24x7x365 environment and on-call responsibilities
Other Attributes
- Ability to 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
- Undergraduate degree in Information Technology or Business discipline
- 2+ years' operations experience involving Incident and Problem Management that included leading resolution efforts and documenting outcomes
- 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 $81,525 to $174,271 annually.
Colorado Applicants Only: The salary range for this position is $81,525 to $158,430 annually.
New York Applicants Only: The salary range for this position is $81,525 to $174,271 annually.
Washington Applicants Only: The salary range for this position is $81,525 to $174,271 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.
