FLEX Senior Service Availability Manager

Marriott • Bethesda, MD

6d • Hybrid

About The Position

The Senior Service Availability Manager leads a team of of consultants in executing the Marriott IT Incident Management process and facilitates the execution of the Marriott Change, Release and Problem Management processes. Additionally, the Senior Service Availability Manager ensures the Marriott IT Communications Plan is executed at a high level of consistency and provides feedback for improvements. The Senior Service Availability Manager coordinates services from third-party providers or vendors and participates in establishing the required service level agreements and tracking related performance. The role ensures that new systems meet production onboarding requirements before production deployment. the Senior Service Availability Manager acts as a coach and mentor inspiring staff to constantly increase their skill set and to consistently add value to the larger team.

Requirements

• 8 years of experience in an information technology environment
• 5+ years of experience in information technology focused on IT Operations
• 3 years operations experience involving incident, problem, change, and release management
• Undergraduate degree or or equivalent experience/certification
• 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 environment
• ITIL Foundations v3 certification
• Demonstrated ability to lead technical operations teams in a highly visible, mission critical environment
• Demonstrated experience in troubleshooting complex network, server, storage, and/or application issues
• Strong customer service focus and an understanding of how IT supports the end business efforts
• The ability to work outside of core business days and hours will be required.

Nice To Haves

• Demonstrated experience working with ITSM suites, e.g., - BMC Remedy or ServiceNow
• Experience in varied technologies (e.g. telecommunications and networking, client server architecture, eCommerce infrastructures, enterprise and cloud platforms, Web applications, etc.)
• Demonstrated experience with various monitoring, performance, or capacity tools
• Ability to create constructive relationships, influence, and communicate with varying levels of associates and management.
• Ability to lead complex, cross-functional problem-solving initiatives.
• Strong working knowledge of Server, Storage, Network, Middleware, Application and Cloud technologies.
• A high degree of curiosity and a drive to constantly seek more efficient ways of delivering service

Responsibilities

• Provide technical and managerial leadership for team of consultants.
• Remain calm and professional during high-visibility incidents to Marriott’s revenue or brand.
• Act as the role model for the team – inspire others to continually seek additional professional or technical skills.
• Oversee accurate and timely communications to ensure team alignment during incident response and change/release execution.
• Provide integrated management and coordination of various IT processes, including Change, Release and Problem Management processes
• Utilize technical environment knowledge to assure services and components are designed and delivered to meet their availability targets.
• Facilitate bridging the gaps between delivery teams and drive rapid recovery during incidents.
• Provide a holistic view of the environment and make recommendations to improve overall service.
• Participate in system or application triage with support teams and / or vendors as necessary
• Document incident root cause and communicate to stakeholders
• Work with various technology teams to identify and implement lessons learned from each event
• Monitor and reports on SLA adherence and team performance to published metrics
• Monitor and reports on infrastructure trends and uptime metrics
• Strong listening skills are required to ensure communications are accurate and team remains aligned during incident response and change/release execution.
• Demonstrated ability to remain calm under pressure and be the role model for the team.
• Strong written and verbal communication skills are essential in this role.

Benefits

• 401(k) plan
• stock purchase plan
• discounts at Marriott properties
• commuter benefits
• employee assistance plan
• childcare discounts
• coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave
• Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees