Service Availability Manager

Job Number 22185909
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management


JOB SUMMARY

The Service Availability Manager executes the Marriott IT Incident Management process and facilitates the execution of the Marriott Change, Release and Problem Management processes.  Additionally, the Service Availability Manager ensures the Marriott IT Communications Plan is executed at a high level of consistency and provides feedback for improvements.  The Service Availability Manager also coordinates services from third-party providers or vendors and participates in establishing the required service level agreements and tracking related performance.  The Service Availability Manager ensures that any new system meets production onboarding requirements before production deployment at the direction of the Senior Service Availability Manager.

 

CANDIDATE PROFILE 

 

Required Qualifications:

• 5 years of experience in an information technology environment
  • 3 years of experience in information technology focused on IT Operations that include troubleshooting complex network, server, storage, and/or application issues
  • 2 years minimum operations experience involving incident, problem, change, and release management that included leading calls and documenting outcomes
• Associate’s degree or or equivalent experience/certification
• Ability to cover shifts in a 24x7x365 environment and on-call responsibilities
• ITIL Foundations v3 Certification

 

Preferred Qualifications

 

• Demonstrated experience working with ITSM suites, e.g. ServiceNow
• Experience in varied technologies (e.g. telecommunications, client server architecture, eCommerce infrastructures, enterprise and workgroup server platforms, Web applications, etc.)
• Demonstrable 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 solve complex, cross-functional issues
• 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   

 

CORE WORK ACTIVITIES                                                                                   

 

Technical

• 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
• Provide accurate and timely communications to ensure team alignment during incident response and change/release execution

 

Maintaining Goals

• 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

 

Additional Responsibilities

• 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.

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.