System Engineer – Priority Incident Response US and Canada Hotel Properties
Company: Marriott International
As part of the Priority Incident Response team, this is a critical role that drives effective operational restoration in an L3 capacity for our properties located in the US and Canada. This position covers Second or Third Shift, generally 4PM to 1AM or 12AM to 9AM, respectively (shifts will overlap for hand-off).
Where capacity exists, this role also helps to perform research, analysis, design, creation, and implementation of innovative, high-performing solutions to meet current and future critical property system needs in terms of problem management. The function of Priority Incident Response is 24x7x365 in nature.
CANDIDATE PROFILE
Required Education and Experience:
- Undergraduate degree in an engineering or computer science discipline and/or equivalent experience/certification.
- 5+ years progressive technology experience.
- 3+ years’ experience in the operational support of critical solutions in large scale environments and organizations with specific experience in:
- Windows Servers
- RHEL
- VMWare (vCenter and ESXi Hypervisor)
- Ability to work outside of normal business hours and days in a 24x7x365 environment.
Preferred:
- CI/CD pipeline technologies such as Git, Docker Trusted Registry, Artifactory, Hashicorp Vault, Maven, etc.
- Security Protocols like SSL, SAML, LDAP, etc.
- AIX Administration.
- Automation and Scripting languages (Ansible, PowerShell, VB, Shell Script).
- Strong organizational, written, and verbal communication skills.
- ITIL v4 certification.
- Windows and Redhat Certification.
- Experience delivering technology solutions in a fast-paced, deadline-driven enterprise environment.
- Experience learning and applying new technologies to solve business needs.
- Excellent understanding of change management, testing requirements, techniques, and tools to ensure high availability of systems.
- Experience in researching emerging technologies and trends, standards, and products.
CORE WORK ACTIVITIES
- Provide infrastructure support for priority incidents as directed by US/Canada Incident Commander.
- Collaborate through the incident with key team members (network, application, etc.) to engage service providers and other stakeholders to identify problem root cause and drive service restoration (examples: Property Management Systems, Point of Sales, File and Print, Key Servers, etc.).
- Operate as the liaison between Properties, Continent teams, and Corporate IT.
- Provide closure to incidents or initiate a process-based hand-off to the next shift.
- Work with support vendors and providers to ensure proper global coverage, phone support, parts replacement, and smart hands.
- Provide oversight to service providers or less experienced engineers.
- Drive the objectives associated with Problem Management; such as customer communication and Root Cause Analysis reports.
- Train and/or mentor other team members and peers as appropriate.
- Identify opportunities to enhance the service delivery, operations, and continual service improvement processes.
- Identify solutions that may contribute to greater stability and reliability of property infrastructure.
- Develop implementation plans, test plans, and timelines for projects and tasks.
Delivering Technology
- Create and enhance administrative, operational, and technical policies and procedures, adopting best practice guidelines, standards, and procedures for employees, contractors, and vendor engagements.
- Maintain a proper balance between business and operational risk.
- Establish cadence of communication with US/Canada and other organizations to stay abreast of deployment and production support activities.
- Work in a concerted effort with application development and engineering teams to resolve complex issues.
- Provide oversight, collaboration, provisioning, management, and maintenance of technology products and service alternatives that improve the production services environment.
- Establish and continuously develop monitoring and alerting for all production environments.
- Contribute to continuous improvement of internal processes.
- Attend training to ensure skillset and tools support the production environments and deliver on project commitments.
- Perform quantitative and qualitative analyses for operational availability to promote a zero-defect environment.
- Facilitate achievement of expected deliverables and obligations of Services Providers.
- Assist operational teams in system updates & upgrades.
- Ensure early warning to the business stakeholder executives regarding degraded or missed service levels.
Service Provider Management
- Actively coordinate with IT service providers and vendors to bring incidents to resolution.
- Manage Service Providers with a focus on continuous service improvement and service restoration.
- Monitor, manage, and lead Service Provider outcomes required to ensure operational availability and a zero-defect production environment.
- Consult with internal Service Management & external Service Providers on performance, business reporting, analytics metrics, and business value dashboards.
Maintaining Goals
- Submit reports in a timely manner, ensuring delivery deadlines are met.
- Promote the documenting of project progress accurately.
- Provide input and assistance to other teams regarding projects.
Managing Work, Projects, and Policies
- Manage and implement work and projects as assigned.
- Generate and provide accurate and timely results in the form of reports, presentations, etc.
- Analyze information and evaluate results to choose the best solution and solve problems.
- Provide timely, accurate, and detailed status reports as requested.
Demonstrating and Applying Discipline Knowledge
- Provide technical expertise and support to people inside and outside of the department.
- Demonstrate knowledge of job-relevant issues, products, systems, and processes.
- Demonstrate knowledge of function-specific procedures.
- Keep up-to-date technically and apply new knowledge to job.
- Use computers and computer systems (including hardware and software) to enter data and/or process information.
Delivering on the Needs of Key Stakeholders
- Understand and meet the needs of key stakeholders.
- Develop specific goals and plans to prioritize, organize, and accomplish work.
- Determine priorities, schedules, plans, and necessary resources to ensure completion of any projects on schedule.
- Collaborate with internal partners and stakeholders to support business/initiative strategies.
- Communicate concepts in a clear and persuasive manner that is easy to understand.
- Generate and provide accurate and prompt results in the form of reports, presentations, etc.
- Demonstrate an understanding of business priorities.
The salary range for this position is $83,550 to $153,175 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus.
Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and are eligible to receive a 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 HQ is committed to a hybrid work environment that enables associates to be connected. Headquarters-based positions are considered hybrid for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
The application deadline for this position is 28 days after the date of this posting, September 11, 2024.
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.
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