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 24x7x365 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, Juniper, HP/Aruba etc.)

Ability to work non-standard hours and days in a 24x7x365 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

Maintains a proper balance between business and operational risk

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

Facilitates achievement of expected deliverables and obligations of Services Providers

Assists operational teams in system updates & upgrades

Provides consultation for routine systems development

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 understand.

Generates and provides accurate and timely results in the form of reports, presentations, etc.

Demonstrates an understanding of business priorities

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.

Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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