AddressJob Number 24041062
Job Category Information Technology
Location Canada Regional Office, 2425 Mathewson Blvd. E Suite 100, Mississauga, ONT, Canada
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY:
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 regioACnal 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.
CANDIDATE PROFILE
Required Qualifications:
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
Other Attributes
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
Preferred Qualifications
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
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.
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.
Notification to Applicants:Canada Regional Office takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or emailCanadaApplicationAccommodation@marriott.comand a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.
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.
