at Marriott in Springfield, Illinois, United States
Job Description
Job Number 24034993
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY
Accountable for the daily operation of US/Canada’s Priority Incident Response Team, a 24×7×365 operational organization established to engage when P2 incident or incidents that have or will breach SLA times and require immediate intervention and action. Additionally, is accountable for the incident and problem management process governance and administration. This position will partner with various leaders across IT and with key suppliers to continually improve the resolution of Marriott’s system and application outages.
This position reports to the Sr. Director, Priority Incident Response and manages a team of round-the-clock incident commanders who internal first-line leaders along with pods of application, network, and infrastructure resources to restore service in in-scope incidents.
CANDIDATE PROFILE
Required Education and Experience
+ 8+ years of IT technical operations experience with a minimum of three years in a management position of significant scale in medium-to large-scale environment.
+ 5+ years’ experience working within the ITIL Frameworks and leading an ITSM tool and/or process team.
+ 5+ years working with third-party service suppliers and ITO organizations – should include financial, SLA and service definition functions.
+ 3+ years:
+ Experience with incident and problem process execution within ITSM platforms, specifically, ServiceNow.
+ Experience working with remote and offshore operations teams.
+ Experience successfully managing large technology teams and desires to coach and mentor
+ Bachelor’s degree in computer science or related field or equivalent experience, education, and certification.
+ Ability to work occasional non-standard business hours (nights, weekends, holidays)
Preferred :
+ 3+ years’ Hospitality Technology Experience including experience such as Property Management Systems, Digital Key Systems, Point of Sale and/or payment systems
+ Strong technology generalist with experience in:
+ IT monitoring principles, strategies and tools to include, Application Performance Monitoring, Base System Monitoring, Log Analytics, Collaboration and Dashboarding
+ hyper-converged infrastructure, orchestration, and software defined technology.
+ End to end infrastructure lifecycle experience from “chip to chiller” inclusive of servers, storage, data centers, databases, middleware and web/application environments
+ ITIL4.0 Certification.
+ Demonstrated leadership and results in a 24-hour operation.
+ Ability to evaluate and communicate operational metrics and issues to leadership.
+ Experience in managing SLAs, OLAs and KPIs via service management tools
+ A thorough understanding of the interdependence of systems and their impact to the business.
+ Understanding of the Quality Assurance, risk management, and security considerations and their impact on overall technology environment.
+ Strong process management and problem resolution skills.
+ Proven ability to effectively prioritize and execute tasks in a high-pressure environment..
+ Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
+ Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms.
+ Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.
CORE WORK ACTIVITIES
Team Management
+ Leads the 24×7×365 team including dotted line pods (Infrastructure and Network)
+ Ensures coverage over 24×7×365 and delegates shift authority to Incident Commanders
+ Monitors and assesses effectiveness through comprehensive reporting and KPI management along with direct customer and stakeholder feedback.
Incident Response
+ Continually evolves Priority Response toolset to improve overall monitoring visibility allowing incidents to be addressed pre-emptively or in a more expeditious manner
+ Establishes ITSM process and for incident and how those processes are knit into broader problem management within Infrastructure Delivery
+ Utilizes a standard set of service integration delivery tools and processes that will provide the right level of governance for the, and that will contribute to client satisfaction.
+ Ensures that the organization is contributing to automation and lean processes in the delivery of services
+ Engages with cross-functional teams to prioritize and integrate process development and maturation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful service delivery outcomes.
+ Identifies areas for continuous improvement and influences leadership by defining the benefits.
+ Creates and provides regular and accurate service management reports and dashboards for review by key stakeholders
+ Leads the relationship with multiple product vendors as necessary
+ Manages internal stakeholder relationship within Global Technology and discipline organization (Global Operations, Franchisees, etc.)
Managing Work, Projects, and Policies
+ Coordinates 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.
+ Develops specific goals and plans to prioritize, organize, and accomplish work.
+ Sets and tracks goal progress for self and others.
+ Monitors the work of others to ensure it is completed on time and meets expectations.
+ Provides direction and assistance to other organizational units’ policies and procedures, and efficient control and utilization of resources.
Leading Team
+ Creates a team environment that encourages accountability, high standards, and innovation.
+ Leads specific team while assisting with meeting or exceeding department goals.
+ Makes sure others understand performance expectations.
+ Ensures that goals are being translated to the team as they relate to tracking and productivity.
+ Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
+ Understands employee and develops plans to address need areas and expand on the strengths.
+ Provides the team with the capabilities needed to meet or exceed expectations.
+ Leads by example demonstrating self-confidence, energy and enthusiasm.
Conducting Human Resources Activities
+ Acts proactively when dealing with employee concerns.
+ Extends professionalism and courtesy to employees at all times.
+ Communicates/updates all goals and results with employees.
+ Meets semiannually with staff on a one-to-one basis.
+ Establishes and maintains open, collaborative relationships with employees.
+ Solicits employee feedback.
+ Interviews job candidates and assists in making hiring decisions.
+ Receives hiring recommendations from team supervisors.
+ Ensures orientations for new team members are thorough and completed in a timely fashion.
+ Observes behaviors of employees and provides feedback to individuals.
Additional Responsibilities
+ Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
+ Manages group or interpersonal conflict.
+ Informs and/or updates executives, peers, and subordinates on relevant in
