Marriott Sr. Incident Commander - US/Can Priority Response (2nd Shift Thu-Mon) in Dover, Delaware
Job Number 24010109
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Located Remotely? Y
Position Type Management
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.
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
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
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
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 42 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.
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