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Manager, D+TT Command Centre IT Support

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Marriott Bonvoy

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Location:
Singapore , Singapore

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Category:
IT - Software Development

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Contract Type:
Contract work

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Salary:

Not provided
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Job Description:

The Command Center IT Support role provides hands-on technical support within the Command Centre and to hotels during the Power of M transition, including cutover and hypercare. Working on a rotating 24x7 shift roster (nights, weekends and public holidays), the role triages incidents, resolves common end-user and workstation issues, assists with network/connectivity challenges, and ensures accurate ticket logging and escalation using ServiceNow and Jira.

Job Responsibility:

  • Provide Level 1/2 technical support for Command Centre associates during assigned shifts, including guidance on tools, processes, and technical triage
  • Support hotels requesting technical assistance during cutover and hypercare, providing timely troubleshooting, guidance, and clear communications
  • Troubleshoot connectivity issues impacting hotel operations (e.g., network access, DNS/DHCP, Wi-Fi/LAN, VPN or upstream connectivity) and coordinate escalation to appropriate resolver groups and vendors
  • Assist hotels with user access and account issues across systems introduced during the Power of M transition (e.g., login failures, role/access provisioning, MFA/SSO issues), following approved access processes
  • Diagnose and resolve workstation and end-user issues (hardware, OS, peripheral, application/client configuration), ensuring minimal disruption to hotel operations
  • Log, categorize, and update incident/defect records in ServiceNow and Jira, capturing clear reproduction steps, impact, timestamps, and relevant evidence for new issues/bugs discovered
  • Perform initial incident triage, apply known workarounds/knowledge articles, and escalate unresolved issues to the Command Centre Technical Lead and relevant technical teams
  • Maintain accurate shift handover notes, including open incidents, hotel escalations, known issues, and next actions to ensure continuity across the 24x7 roster
  • Contribute to continuous improvement by documenting fixes/workarounds, identifying recurring issues, and supporting knowledge base updates for the Command Centre and hotels.

Requirements:

  • 2+ years’ experience in IT service desk, desktop support, NOC/command centre operations, or technical support in a 24x7 environment
  • Working knowledge of ITIL/ITSM practices (incident, problem, change) and disciplined ticket hygiene
  • Experience logging and tracking work in ServiceNow and/or Jira, including creating clear defect/bug reports and providing timely status updates
  • Demonstrated ability to troubleshoot network/connectivity issues and workstation/end-user computing issues using a structured approach
  • Comfortable supporting identity and access issues (accounts, roles, MFA/SSO) and following approved access provisioning processes
  • Strong written and verbal communication skills, including ability to work calmly under pressure and provide clear updates during shift handovers and escalations.

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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