- Bethesda, Maryland, United States
- On-site
- Full-time · Manager
- 3+ years
Lead real‑time incident triage and operational support for live hotel technology deployments across the Caribbean and Latin America as part of Marriott’s Digital + Technology Transformation program.
Responsibilities
- 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.
- Manages multiple concurrent incidents and coordinates escalations with regional teams, global resolver groups, vendors, and deployment stakeholders.
- Provides clear, structured, and actionable incident communications to stakeholders.
- Logs, tracks, and maintains incidents, escalations, ownership, and resolution activities throughout the full incident lifecycle.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Hospitality Technology, or a related field, or equivalent professional experience.
- Nice to have: Experience supporting multi‑property or multi‑country environments
- Nice to have: 24x7 or shift‑based support models
- Nice to have: Fluent in Portuguese
- Nice to have: Experience with multi‑property or multi‑country environments within the Caribbean and Latin America (CALA) region