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The Senior Service Availability Manager leads a team 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.
Job Responsibility:
Provide technical and managerial leadership for team of consultants
Remain calm and professional during high-visibility incidents
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
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 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
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 have:
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