SrMgr IT Operations Central at Lakeland Corporate Headquarters with Marriott Vacations Worldwide - Career Site

Date Posted: 2/12/2018

Job Snapshot

Job Description

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 Sumary

As a member of the professional staff, contributes a high level of specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support department and/or function objectives. Generally works with considerable independence, developing operating plans and related operational processes for own department in alignment with broader business objectives. Responsible for selection, supervision and development of staff in accordance with company policies and procedures.

Specific Job Summary

Central Operations is the first responder to problems and incidents arising in the normal daily operation of production systems and services. Their goal is to ensure that systems and services are available, stable, and reliable 24/7/365 globally for all MVW IT technology.

The Sr. Manager, of Central Operations. is responsible for providing day-to-day direction and leadership for the two (2) Central Operations Teams. The first team is responsible for: systems monitoring, batch processing, job scheduling and running backup/restore tasks. Problem/Incident correction Tier 1 issues covering hardware and software spanning OSI layers 1-7. The second team is responsible for managing IT Technology license and contracts including: License management, inventory control, placement tracking, capacity management.

The manager will also take lead point for the IT Operations organization in numerous IT Organization wide quality gate including: Change Management, Problem Management, and Release Management. Finally, this manager will chair the Operational Readiness Quality Gate.

Expected Contributions

  • Develops operating plans and workable business processes for own department in alignment with function strategy.
  • Manages larger business processes and/or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results. Typically influences work of cross-functional or extended teams.
  • Responds to, solves and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
  • Works to enhance the organization's capabilities through effective staffing and development of others by:
    • anticipating staffing requirements by comparing business needs with strengths and weaknesses of existing staff.
    • coaching own team to collaborate with others.
    • using appropriate MVW interviewing tools to hire the best people available from inside or outside.
    • establishing goals and delegating tasks appropriately.
    • providing timely coaching and feedback
    • making and rewarding distinctions in performance.
    • engaging in progressive disciplinary processes, when appropriate.
  • Assists more senior associates in achieving business results by:
    • acting in a consultative fashion to implement programs impacting the broader organization.
    • assisting in the development and communication of broader organizational goals.
    • achieving results against budget within scope of responsibility.
    • taking calculated risks to move the department or team forward.
    • developing and using systems to organize and keep track of information.
    • balancing the interests of own group with the interests of the organization.
    • working with others to identify and remove barriers to success.
  • Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

  • Perform analysis, facilitation, and organization of planning activities for support of assigned technology areas
  • Interface with management, testing, engineering, operations, application development, outsourced services vendors, change management, release management, and application support teams to ensure: 1) Systems are operational and available 24/7/365. 2) All changes to the production environment (new applications, system changes, etc) are reviewed and approved for operational stability and availability prior to production release.
  • Ensures all System/Network Administration, Data Management, Security, and Application run-books are followed and executed in the event of an incident.
  • Lead cross-team efforts to improve standards, processes, and ensure overall system/services availability.
  • Oversees First-touch problem resolution performing Tier 1 activities for all production incidents
  • Ensures all run-books are complete and accurate prior to approving a system/service release to production.
  • Responsible for all batch job scheduling and execution.
  • Provide direction, coaching, and training to staff associates within the Central Operations team.
  • Approves and ensures Change Request (CR) are completed via Operational Readiness prior to release
  • Ensures system releases are approved via Operational Readiness prior to production live.
  • Escalates incidents exceeding SLA's .
  • Coordinates and transfers incidents requiring Tier 2-3 support personal.
  • Ensures all operational support components (runbooks, contact info, training, escalation procedures) are approved prior to any production change/implementation.
  • Supports highly technical Server & Integration technologies including: Windows Server, RH Linux, Oracle DBMS, MS-SQL DBMS ,IIS, IBM MQ Series, IBM WebSphere, VMware, IBM DataPower & IIB, Apache HTTP/Tomcat, Cisco network technologies, Cloud Services (SaaS, IaaS, PaaS).
  • Chairs the Operational Readiness quality gate ensuring all aspects of production support are supplied and approved prior to production release.
  • Identifies, analyzes and identify repairs hardware, software based interruptions in a rapid manner, returning systems to an operational state.
  • Coordinates production support modifications across departments including (Engineering, Change Management, System Administration, Application Development) to implement landscape changes to all systems/services as a result of production problem resolutions. (i.e.: requires all systems to implement a change to avoid future production failures based on problem resolution)
  • Assigns tasks, sets deadlines and assigns responsibilities to staff members.
  • Manages the day-to-day work efforts of the team.
  • Collects contract information for technologies used within the IT Operations/Engineering Teams ensuring license conformance, license availability, inventory management, and technology placement are cared-for.
  • Works with external suppliers in the acquisition of new licenses and retirement of unneeded licenses.
  • Coordinates problem resolution activities across teams, organizations, and external support services vendors.
  • Ensures production issues are responded-to and resolved within the agreed upon SLA.
  • Responsible for staffing, hiring, termination, disciplinary actions for his/her area of responsibility.

Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally a professional position requiring significant knowledge and experience in one or more disciplines and/or business operations and associate management. College degree required.

Specific Candidate Profile

Core Competencies:

  • Technical Integration
  • Customer Service Orientation
  • Global Orientation
  • Project Management
  • Creativity
  • Communications (Listening, Persuasiveness, Oral, Written)
  • Leadership (impact, involvement, Proactive Management)
  • Technical expertise


BS degree in Computer Science, Math, Engineering is required.


5-9 years' experience

  • Working Skills in the areas of Leadership; Organization; Communication; Liaison; Detail Orientation; Mediation; Evaluation and Analysis
  • Infrastructure and Operations Support experience in at least two previous companies.
  • Managing multiple geo diverse Data Centers.
  • Change Management, Release management, Problem Management, Operation's management, and pre-production operations certification.
  • Demonstrated experience transforming teams to meet business needs, adoption of new techniques and new technology introduction.
  • Demonstrated experience implementing Job Scheduling technology and its use.
  • Demonstrated experiences analyzing an existing organization to identify: improvements, reorganizations, process modifications, staffing changes and technology transformations.
  • Experience with: Windows Server administration, RH Linux, PICK, Oracle DBMS, MS-SQL DBMS and IIS, IBM MQ Series, IBM WebSphere App. Server, IBM DataPower & IIB, Apache HTTP/Tomcat, XML and HTTP, VMware, SAN, 3Par, Cisco, HP, Job Scheduling technologies, Virtualization, Cloud.
  • Demonstrated experience and knowledge in problem resolution, and debugging techniques used in IT Operations.
  • Demonstrated experience with problem escalation and management within an IT Operations area.
  • ITIL Certified is required.
  • Excellent Verbal and Written communication (Technical writing skills are preferred)
  • Demonstrated experience and knowledge of monitoring systems (ex: Solarwinds, Sitescope, CA, SNMP, NetCool)
  • Must have demonstrated project management skills.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.