at Marriott in Dover, Delaware, United States
Job Number ********
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely?Y
Relocation?N
Position Type Management
JOB SUMMARY As part of the Priority Incident Response team, this a critical role drives effective operational restoration in an L3 capacity for our properties located in US and Canada. This position covers Second or Third Shift, generally 4PM to 1AM or 12AM to 9AM, respectively (shifts will overlap for hand-off).
Leverages network engineering capabilities to supports the stability, integrity, and efficient operation of network services that support core property management functions (guest Wi-Fi, back office, POS etc.) for US/Canada hotels. The function of Priority Incident Response is 24×7×365 in nature.
Where capacity exists, this role also helps to perform research, analysis, design, creation, and implementation of innovative, high performing, property network solutions to meet current and future critical network needs in terms of problem management.
CANDIDATE PROFILE Required + Bachelor's degree in computer science or related technical field experience/certification
+ 5+ years' progressive experience as a network engineer
+ 3+ years' experience in some or all of the following:
+ Implementation of WAN , LAN , and datacenter networks with a focus on mission-critical, customer-facing applications and services
+ Technical knowledge in networking (Cisco and non-Cisco, load balancing, firewalls, security design (intrusion detection and prevention), DNS , NTP , Network Tools & Management
+ Technical knowledge common routing protocols (e.g., OSPF , BGP ), IPv6, VPN , etc. across a global distributed network hands-on experience with the datacenter fabric platforms (Cisco, Arista, or equivalent) hands-on experience with common routing and switching platforms (Cisco, Ruckus, HP/Aruba etc.)
+ Ability to work non-standard hours and days in a 24×7×365 environment
+ Occasional travel required
Preferred Qualifications + ITIL V4 certification
+ Experience in WAN and LAN design and implementation, preferably with a focus on hotel property networks
+ Understanding of legacy networking routing protocols and the interaction with cloud interconnect
+ Technical knowledge and experience with telco and ISP networks, ensuring diversity and managing availability
+ Experience in delivering written documents detailing network solutions and diagrams
+ Strong technical knowledge of foundational networking technologies and solid understanding of the software-defined networking ( SDN ) ecosystem
+ Strong understanding of network infrastructure automation, instrumentation, and monitoring platforms and the emerging technologies in this area
+ Experience driving operational performance through defining and enforcing Recovery Time Objective ( RTO ) and Recovery Point Objective ( RPO ) Service Level Agreements (SLAs)
CORE WORK ACTIVITIES + Provide Network support for priority incidents as directed by US/Canada Incident Commander.
+ Collaborates through the incident with key team members (infrastructure, application, etc.) to engage service providers and other stakeholders to identify problem root cause and drive service restoration (examples: Property Management Systems, Point of Sales, File and Print, Key Servers, etc.)
+ Operates as the liaison between Properties, Continent teams and Corporate IT
+ Provides closure to incidents or initiates a process-based, hand-off to next shift
+ Works with support vendors and providers to ensure proper global coverage, phone support, parts replacement and smart hands
+ Work to create and mature incident response processes
+ Drive the objectives associated with Problem Management; such as customer communication and Root Cause Analysis reports
+ Trains and/or mentors other team members, and peers as appropriate
+ Identifies opportunities to enhance the service delivery, operations and continual service improvement processes
+ Identifies solutions that may contribute to greater stability and reliability of property infrastructure
+ Develop implementation plans, test plans, and timelines for projects and tasks
Delivering Technology + Create and enhance administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures for employees, contractors and vendor engagements
+ Establishes cadence of communication with US/Canada and other organizations to stay abreast of deployment and production support activities
+ Works in a concerted effort with application development and engineering teams to resolve complex network issues
+ Provides oversight, collaboration, provisioning, management and maintenance of technology products and service alternatives that improve the production services environment
+ Responsible for the establishment and continuous development of monitoring and alerting for all production environments
+ Contributes to continuous improvement of internal processes
+ Attends training to ensure skillset and tools support the production environments and deliver on project commitments
+ Performs quantitative and qualitative analyses for operational availability to promote a zero-defect environment
+ Assists operational teams in system updates & upgrades
+ Provides consultation for routine systems development
+ Maintains a proper balance between business and operational risk
+ Facilitates achievement of expected deliverables and obligations of Services Providers
+ Ensures early warning to the business stakeholder executives regarding degraded or missed service levels
Service Provider Management + Actively coordinates with IT service providers and vendors to bring incidents to resolution
+ Manages Service Providers with a focus on continuous service improvement and service restoration
+ Monitors, manages and leads Service Provider outcomes required to ensure operational availability and a zero-defect production environment
+ Consults with internal Service Management & external Service Providers on performance, business reporting, analytics metrics and business value dashboards
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 unders
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