FLEX Senior Manager, Deployment Support
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Job Location:
Bethesda, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
This is a temporary position. Primary Working Hours: 2pm-10pmEastern Time this schedule may need to flex to earlier if business demands require.
TheSenior ManagerDeployment Support Resource One Yieldwillplay a critical role in supportingthe successful deployment of The Power of M transformation Power of M is a multi-year effort to transform Marriotts technology and business process ecosystem evolving it to deliver on our vision to become the worlds favorite travel company.
TheSenior Manager DeploymentSupport Resource One Yieldwill act as a key contributor during each deployment wave and cutover event serving asa resolutionspecialist for issues and will be responsible for resolving tickets assigned to theOne YieldServiceNow support group leveraging deep knowledge of the teams systems processes and tools. Deployment support resources will collaborate closely with the Global Command Center Service Desk and other support tiers to ensure timely and effective resolution of issues during live deployment windows and stabilization periods.
Expected Contributions
Ticket Management & Incident Resolution
- Actively monitor and resolve tickets assigned to the One Yield ServiceNow support group ensuring timely triage and resolution.
- Triage incoming incidents validate reported fixes and escalate to SMEs or technical teams as needed.
- Use templates and dashboards to manage ticket flow and prioritize based on urgency.
- Distinguish between internal work notes and customer-facing comments for clarity.
- Log accurate ticket notes resolution steps and time-to-close details in ServiceNow.
- Review and prioritize the Master Incident Ticket list communicating critical updates to discipline leadership.
- Monitor and resolve access issues for ServiceNow and related tools especially during early shifts.
2. Command Center Operations
- Serve as the primary point of contact (POC) during assigned Command Center shifts including24/7coverageas business demands require.
- Schedule and sign up for Command Center shifts and on-call rotations.
- Ensure smooth handoffs between shifts by documenting and passing on communications.
- Use downtime for training or completing other work when ticket volume is low.
3. Communication & Coordination
- Communicate user-impacting issues to the Program Office and internal support tools (e.g. OYE Bulletin Board).
- Coordinate with SMEs Implementation Managers and technical partners for issue resolution and validation.
- Use Command CenterCommunication Pathsfor real-time support and ticket triage.
- Provide backup communications support for primary POCs.
- Liaise with cross-functional support teams to ensure end-to-end visibility and resolution.
4. Validation & Testing Support
- Participate in One Yield validation teams during deployment cutovers.
- Support pre-cutover and post-cutover triage teams and assist with retesting incidents.
- Coordinate UAT requests and assist with User Experience Testing (UET) as needed.
- Validate fixes in collaboration with Global Technology and impacted stakeholders.
5. Training & Knowledge Development
- Complete required ServiceNow training and stay current with platform updates.
- Participate in office hours and self-guided training via the Knowledge Center.
- Serve as an Office Hours SME and support onboarding of new team members.
- Create and update Knowledge Base articles job aids and documentation of known issues and workarounds.
6. Reporting & Collaboration
- Maintain and iterate task lists and business process documentation for Command Center operations.
- Track and report on ticket resolution metrics and incident trends.
- Collaborate with Global Technology and Revenue Management discipline partners.
- Serve as a subject matter expert on One Yield Evolution addressing inquiries from the DTT Program Office and partner systems.
- Participate in daily support calls wave readiness reviews and cutover planning sessions.
- Perform other duties as needed.
Education and Experience
- 5 years of relevant professional experience intechnology support operations business systemsorrelated discipline preferred demonstrating progressive career growth and pattern of exceptional performance.
- Experienceworking in a ticketing or incident management environment.
- Ability to troubleshoot analyze and communicate issue details clearly in real time.
- Proven leadership experience with end-user service support with a global scope.
- Prior experience participating in in large-scale deployment rollout or cutover events.
- Strong familiarity withMicrosoft 365ServiceNowPowerBISmartsheet and .
- Excellent project management skills with ability to independently manage multiple projects.
- Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives.
- Strong presentation facilitation and stakeholder communication skills.
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 greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Senior Manager
Key Skills
- Jenkins
- Python
- Active Directory
- VMware
- Engineering
- Tcp/IP
- Deskstops
- OS
- Windows
- Database
- Linux
- Java
- Troubleshoot
- Technical Support
About Company
At Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savou ... View more
