FLEX Manager, Command Center, Digital + Technology Transformation

This is a temporary position.

The assignment duration is through October 25 2027.

JOBSUMMARY

The Manager Command Center Global Technology is a hands-on technical role supporting live hotel technology deployments across the Caribbean and Latin America (CALA) as part of Marriotts Digital Technology Transformation program. The position leads real-time incident triage troubleshooting escalation coordination and operational tracking during cutover go-live and stabilization helping minimize disruption as hotels transition to OPERA Cloud PMS and related systems. The role works closely with deployment teams regional and global resolver groups and vendors in a fast-paced 24x7 Command Center environment.

CANDIDATEPROFILE

EducationandExperience

Required

• Bachelors degree in Information Technology Computer Science Hospitality Technology or a related field or equivalent professional experience.
• 3 years of hands-on professional experience in IT support technical service desk NOC/Command Center operations hotel technology implementations or related technical support roles.
• Experience supporting live production environments high-urgency incident response and cutover/go-live activities including triage prioritization troubleshooting escalation and resolution of high-impact technical incidents.
• Fluent in English and Spanish required with Portuguese preferred.

Preferred

• Experience supporting multi-property or multi-country environments preferably within the Caribbean and Latin America (CALA) region and operating in 24x7 or shift-based support models.
• Strong troubleshooting experiences across infrastructure connectivity and end-user environments including LAN/WAN Wi-Fi DNS/DHCP and VPN with the ability to assess operational impact and identify recurring issues.
• Familiarity with OPERA Cloud PMS or OPERA v5 hotel technology integrations and ITSM tools such as ServiceNow or Jira.

COREWORKACTIVITIES

• Acts as a primary technical support resource during live deployment cutover go-live hypercare and stabilization activities.
• Performs real-time incident triage troubleshooting and prioritization based on business and operational impact driving rapid restoration of hotel operations.
• Manages multiple concurrent incidents and coordinates escalations with regional teams global resolver groups vendors and deployment stakeholders to support timely issue resolution.
• Provides clear structured and actionable incident communications ensuring stakeholders have visibility into issue status impact ownership and resolution progress.
• Logs tracks and maintains incidents escalations ownership and resolution activities throughout the full incident lifecycle.
• Supports Command Center operations by executing shift handovers maintaining operational continuity across time zones and contributing to a structured 24x7 support model during active deployment waves.
• Monitors critical issues through resolution following up with responsible teams to remove blockers and maintain deployment momentum.
• Maintains accurate operational documentation including incident records workarounds known issues and resolution details to support deployment readiness and knowledge management.
• Supports root cause analysis post-deployment reviews and continuous improvement initiatives by identifying incident trends capturing lessons learned and recommending process enhancements.

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.