Job Number 23148323Job Category Information TechnologyLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesSchedule Full-TimeLocated Remotely? YRelocation? NPosition Type ManagementJOB SUMMARYEstablishes and maintains a capacity and availability management strategy and provides/allocates resources appropriately. Monitoring, analyzing, understanding, and reporting on current and future demand for services, use of resources, capacity, service system performance, and service availability for the service delivery portion of the TSSC organization, focused on System Capacity and Availability along with co-ordination and escalations amongst the various stakeholders, solution teams, and support organizations. They will be responsible for ensuring a high level of availability in the US and Canada hotels, across all brands. This will include looking at predictive failure rates, positive, proactive alerting, and ensuring that the core infrastructure deployed to our hotels will meet the evolving needs and demands of the Marriott application portfolio. They will establish a strong rapport with Corporate IT partners, Franchise partners, third party service partners, and field IT resources. Key activities will include service and component availability, reliability, maintainability, and serviceability, monitoring IT availability/capacity levels, comparison with actual levels, solutioning shortfalls and alerting, investigating, solutioning, knowledge base development, while keeping informed about current and future demand for services.CANDIDATE PROFILERequired:
Undergraduate degree in an engineering or computer science discipline
7+ years progressive information technology experience in infrastructure or software engineering that includes exposure or direct work with
Service, network, voice and/or storage concepts:
3+ years’ experience core Capacity and Availability Management that includes:
ability to develop capacity and availability plans
capacity and availability monitoring and ability to diagnose problems to improve the availability of IT services
2+ years conducting operational analysis and developing reporting and presentations for users and technical groups
Ability to travel up to 20% when necessary
Experience with ITIL and Agile frameworks.
Experience/understanding of cloud technologies.
Experience with technology security concepts and functions.
Strong understanding of hotel property technical configurations and the impact on operations.
Strong understanding of property security and compliance requirements.
Working knowledge of Field IT support processes, responsibilities, and requirements.
Project management experience.
Vendor management experience.
Experience in developing and delivering presentations, technical and functional documentation.
Direct or indirect management experience that includes coaching and developing associates with minimal guidance.
Demonstrated ability to handle multiple priorities.
CORE WORK ACTIVITIESDelivering Technology
Supports compliance initiates in conjunction with the US & Canada Technical Services and Security Compliance team.
Considers service portfolio decisions, as well as goal setting and direction for services.
Focuses on increasing and improvement of service availability.
Engages with stakeholders to gain a better knowledge of their availability requirements.
Identifies, crafts, and transitions services in line with service availability requirements.
Focuses on acquiring and developing the components that support the provision of services.
Ensures effective monitoring of core property infrastructure and provides actionable data around changes needed to ensure maximum uptime in our hotels.
Focuses on service monitoring and management to guarantee that services are available as needed.
Determining appropriate and corrective measures to supply accurate capacity and availability in keeping costs against resources required for business necessity and flexibility.
Provides guidance and recommendations for property compliance and controls standards.
Provides guidance and feedback around Capacity and Availability services to the US and Canada hotels.
Strategizes optimal solutions for by coordinating options with IT Delivery, vendors, and US and Canada IT Leadership.
Promotes and provides guidance on the benefits of US and Canada Technology Services to the organization.
Acts as point of escalation for IT Leadership and Security teams to deal with critical incidents.
Provides consultation services for IT Leadership, project teams, and IT Field teams to identify improved operational conditions and processes to address evolving needs.
Develops and maintains property level telemetry data and reporting that highlights and predicts potential issues before they become operational impact issues. This shall include longer-term forecasting data to better highlight the need for additional investment.
Ensures that documentation for property technology environment is maintained according to standards for US and Canada Technology Services.
Develops, adopts, and maintains best practice guidelines for IT Field services personnel.
Works with US and Canada IT, Global IT, and partners to implement continuous improvement activities.
Coordinates and updates the Service Delivery program documentation and education for the rest of the TSSC team.
Identifies necessary changes to security compliance posture to protect the hotels from evolving risks.
Liaises with and escalates compliance challenges with Marriott’s Global Information Security Team.
Drives guidelines and governance requirements for change control, configuration management, security controls and service delivery.
Demonstrates continuous improvement through metrics of quality, consistency, and client satisfaction.
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.
Maintain a proper balance between business and operational risk.
Conducts a business impact analysis, establishes visibility into core systems, and identify and mitigate risks.
Submits reports in a timely manner, ensuring delivery deadlines are met.
Promotes the documenting of project progress accurately.
Provides input and assistance to other teams regarding projects.
Managing Work, Projects, and Policies
Manages 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.
Provides timely, accurate, and detailed status reports as requested.
Demonstrating and Applying Discipline Knowledge
Provides technical expertise and support to persons inside and outside of the department.
Demonstrates knowledge of job-relevant issues, products, systems, and processes.
Demonstrates knowledge of function-specific procedures.
Keeps up-to-date technically and applies new knowledge to job.
Uses computers and computer systems (including hardware and software) to enter data and/ or process information.
Delivering on the Needs of Key Stakeholders
Understands and meets the needs of key stakeholders.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
Collaborates with internal partners and stakeholders to support business/initiative strategies
Communicates concepts in a clear and persuasive manner that is easy to understand.
Generates and provides accurate and timely results in the form of reports, presentations, etc.
Demonstrates an understanding of business priorities
Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner.
Demonstrates self-confidence, energy and enthusiasm.
Informs and/or updates leaders on relevant information in a timely manner.
Manages time effectively and conducts activities in an organized manner.
Presents ideas, expectations and information in a concise, organized manner.
Uses problem solving methodology for decision making and follow up.
Performs other reasonable duties as assigned by manager.
California Applicants Only : The salary range for this position is $93,713.00 to $204,107.00 annually.Colorado Applicants Only: The salary range for this position is $93,713.00 to $185,551.00 annually.New York City & Westchester County, NY Applicants Only: The salary range for this position is $113,393.00 to $204,107.00 annually.Washington Applicants Only: The salary range for this position is $93,713.00 to $204,107.00 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 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 considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local 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.Full-time