at Marriott in Springfield, Illinois, United States
Job Description
Job Number 24071857
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
Come join a dynamic team on the world-class Marriott Bonvoy apps. As Mobile Production Support Manager, you will be responsible for the monitoring, communication, tracking and resolution of Production Support issues for the Bonvoy Mobile Apps (iOS and Android). This entails strong partnership, collaboration and communication across the various disciplines and departments, from Level 1 and Level 2 support, to Engineering to Product to QA to Content, Infrastructure and more. You will ensure that the appropriate teams are adequately aware and engaged to investigate and resolve issues in a timely manner (per SLAs) and that the ticketing system properly reflects the status and progress of the issues. You will manage day-to-day work of the Mobile Production Support Engineers. This role will also make sure that proper proactive monitoring approaches are in place and iteratively enhanced. You will also monitor and report on patterns and trends, making recommendations on quality, tooling and process improvements.
CANDIDATE PROFILE
Education and Experience
Required:
- 8+ years’ experience in release and/or engineering management
- Strong understanding of software quality best practices
- Strong high-level understanding of modern digital architectures (e.g., front-end and API interactions, source systems, CMSs, analytics, etc.)
- Familiarity with relevant ITIL processes and terminology
- Experience in Agile software methodologies such as Scrum or SAFe
- Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy-to-understand business terms
- Strong partnership, collaboration and teamwork skills
- Undergraduate degree or equivalent experience/certification
Preferred:
- Experience with tools such as Git, JIRA, Jenkins, Dynatrace, etc.
- Relevant technology management certifications
- Demonstrated ability to anticipate future process improvement opportunities
- Experience with or awareness of the general process for packaging and publishing applications on the App Store and Play Store and key Apple and Google publishing requirements
CORE WORK ACTIVITIES
Technical Leadership
- Trains and/or mentors other team members, and peers as appropriate
- Provides financial input on department or project budgets, capital expenditures or other cost/resource estimates as requested
- Identifies opportunities to enhance the service delivery processes.
Delivering Technology
- Performs more complex quantitative and qualitative analyses for service delivery processes and projects.
- Facilitates achievement of expected deliverables and obligations of Services Providers
- Validates completeness of requirements prior to Service Provider solutioning
- Ensures all projects follow the defined development and business case processes
- Ensures proper coordination with appropriate IT and vendor relations teams
- Provides consultation for routine and complex systems development
- Ensures early warning to the business stakeholder executives regarding degraded or missed service levels
- Coordinates with Operations and Infrastructure teams for deployment and production support activities
IT Governance
- Follows all defined IT standards and processes (i.e. IT Governance, SM&G, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed
- Maintains a proper balance between business and operational risk
- Follows the defined project management standards and processes
JOB SUMMARY
Come join a dynamic team on the world-class Marriott Bonvoy apps. As Mobile Production Support Manager, you will be responsible for the monitoring, communication, tracking and resolution of Production Support issues for the Bonvoy Mobile Apps (iOS and Android). This entails strong partnership, collaboration and communication across the various disciplines and departments, from Level 1 and Level 2 support, to Engineering to Product to QA to Content, Infrastructure and more. You will ensure that the appropriate teams are adequately aware and engaged to investigate and resolve issues in a timely manner (per SLAs) and that the ticketing system properly reflects the status and progress of the issues. You will manage day-to-day work of the Mobile Production Support Engineers. This role will also make sure that proper proactive monitoring approaches are in place and iteratively enhanced. You will also monitor and report on patterns and trends, making recommendations on quality, tooling and process improvements.
CANDIDATE PROFILE
Education and Experience
Required:
+ 8+ years’ experience in release and/or engineering management
+ Strong understanding of software quality best practices
+ Strong high-level understanding of modern digital architectures (e.g., front-end and API interactions, source systems, CMSs, analytics, etc.)
+ Familiarity with relevant ITIL processes and terminology
+ Experience in Agile software methodologies such as Scrum or SAFe
+ Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy-to-understand business terms
+ Strong partnership, collaboration and teamwork skills
+ Undergraduate degree or equivalent experience/certification
Preferred:
+ Experience with tools such as Git, JIRA, Jenkins, Dynatrace, etc.
+ Relevant technology management certifications
+ Demonstrated ability to anticipate future process improvement opportunities
+ Experience with or awareness of the general process for packaging and publishing applications on the App Store and Play Store and key Apple and Google publishing requirements
CORE WORK ACTIVITIES
Technical Leadership
+ Trains and/or mentors other team members, and peers as appropriate
+ Provides financial input on department or project budgets, capital expenditures or other cost/resource estimates as requested
+ Identifies opportunities to enhance the service delivery processes.
Delivering Technology
+ Performs more complex quantitative and qualitative analyses for service delivery processes and projects.
+ Facilitates achievement of expected deliverables and obligations of Services Providers
+ Validates completeness of requirements prior to Service Provider solutioning
+ Ensures all projects follow the defined development and business case processes
+ Ensures proper coordination with appropriate IT and vendor relations teams
+ Provides consultation for routine and complex systems development
+ Ensures early warning to the business stakeholder executives regarding degraded or missed service levels
+ Coordinates with Operations and Infrastructure teams for deployment and production support activities
IT Governance
+ Follows all defined IT standards and processes (i.e. IT Governance, SM&G, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed
+ Maintains a proper balance between business and operational risk
+ Follows the defined project management standards and processes
Service Provider Management
+ Validates that Service Providers develop and manage respective aspects of a project plan, including schedules, deliverables, and appropriate metrics.
+ Makes short term plans for the team to effectively utilize resources
+ Monitors Service Provider outcomes
+ Reviews estimates of work effort for client project provided by Service Providers for accuracy
+ F
To view full details and how to apply, please login or create a Job Seeker account