Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
Position Summary
As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives.
Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.
Specific Job Summary
The Operations Lead- Enterprise Technology – Enterprise Tools oversees operations and manages relationships with multiple Managed Service Provider (MSP) personnel and thirdparty resources, leads assigned projects and assigns tasks to operational resources.
Interfaces with MSP leads, third-party, and operation resources to manage operational outcomes, escalating service delivery problems with the provider. Attends all MSP status calls and responds to any incongruities related to performance metrics.
Leads and drives daily standup and prioritization calls with the team. Performs capacity planning to predict usage trends for upcoming hardware/software needs. Makes recommendations to management for infrastructure purchases and technology transformations.
Expected Contributions
- Contributes to team, department and/or business results by performing complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
- Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
- Assists more senior associates in achieving business results by:
- identifying opportunities to enhance the effectiveness of business processes. o participating in setting department operating plans.
- achieving results against budget within scope of responsibility.
- Demonstrates an awareness of personal strengths and areas for improvement and
acts independently to improve and increase skills and knowledge.
- Performs other duties as appropriate.
Specific Expected Contributions
- Execute and complete assigned technology projects on time
- Identify opportunities to improve efficiency and productivity while reducing toil
- Manage relationship with global sourcing provider tower leads
- Set priorities and goals for the global sourcing provider
- Provide constructive feedback to team members
- Develop, define, and create best practices processes for Infrastructure Technologies
- Participate in a regular on-call rotation to provide 24/7 support
- Works with all IT teams to develop solutions and provide technical domain expertise
- Designs and administers security practices to meet various regulatory and policy requirements
- Resolve customer incidents and problems rapidly
- Lead advanced troubleshooting efforts
- Coordinate & participate service/support needs with vendors, technical support, application support, infrastructure support
- Follow best practices for supported technology
- Test and deploy security patches to identity systems to help maintain PCI, SOX and other regulatory compliance requirements
- Develop documentation and train Level I and Level II technicians
- Review ticket and queue performance with provider and management
- Designs and administers security practices to meet various regulatory and policy requirements
- Ensure global sourcing provider works to resolve customer incidents and problems rapidly
- Manage documentation, inventories and related service contracts
- Work with tower leads and oversee performance to ensure all services are optimally structured to provide defined service levels for: Uptime, Stability, Performance, and Quality
Candidate Profile
Education:
- AA/AS technology or related degree or equivalent technical certification and experience
Experience:
- 7+ years’ work experience in operation roles with engineering focus position
- 7+ years’ work experience in technical troubleshooting
- Prefer certifications related to: ITIL, Windows/Linux Systems Management/Operations,
Network+
Skills/Attributes:
- Basic technical knowledge for working in a multi-site hybrid cloud environment.
- Technical Infrastructure: Linux/Windows server administration, SSL/TLS Certificate management, Server/Application/Web Event Monitoring, Patch Management, ITSM solutions. A background in the following specific technologies is preferred:
- Solarwinds
- HCL BigFix/BigFix Inventory, AppViewX, Cherwell
- IBM Workload Automation o Splunk o AppDynamics Windows AD/Azure AD
- Familiarity with security standards and applicable actions related to PII, PCI, SOX compliance.
- Awareness of automation concepts or DevOps principles such as containerization, automation, and orchestration (OpenShift/Kubernetes).
- Technical Specialization
- Technical Integration
- Customer Service Orientation
- Global Orientation
- Project Management
- Analytical Ability
- Problem Definition and Resolution
- Creativity
- Communications (Listening, Persuasiveness, Oral, Written)
- Leadership (Impact, Involvement, Change Management)
- People (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, Resiliency/Adaptability)
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
