Operations Lead - Enterprise Technology - Wintel
Marriott Vacations Worldwide
Orlando, Florida
Job Description
Position Summary
As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives.
Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.
Specific Job Summary
Manages relationships with Managed Service Provider (MSP) personnel and third-party resources and leads assigned projects. Assigns tasks to operational resources. Interfaces with MSP leads, third-party, and internal operation resources to manage outcomes, escalating service delivery problems with the provider. Performs capacity planning to predict usage trends for upcoming hardware/software needs. Makes recommendations to management for infrastructure purchases and technology transformations. Within the IT Infrastructure Technology function at MVW, may work in a one or more of the following areas: systems operations, network operations, systems database operations, and data protection.
Expected Contributions
Contributes to team, department and/or business results by performing complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
Assists more senior associates in achieving business results by:
identifying opportunities to enhance the effectiveness of business processes.
participating in setting department operating plans.
achieving results against budget within scope of responsibility.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.
Specific Expected Contributions
Manage relationships with global sourcing provider tower leads.
Set project priorities and goals for the global sourcing providers.
Execute and complete assigned technology projects on time.
Identify opportunities to improve efficiency and productivity.
Work with internal IT teams to develop solutions and provide technical domain expertise.
Coordinate & participate service/support needs with vendors, technical support, application support, infrastructure support.
Work with tower leads and oversee system performance to ensure services are optimally structured to provide defined service levels for:
Uptime
Stability
Performance
Quality
Ensure global sourcing provider works to resolve customer incidents and problems rapidly.
Resolve customer incidents and problems rapidly.
Review ticket and queue performance with provider and management.
Participate in a regular on-call rotations to provide 24/7 support.
Provide constructive feedback to internal team members and MSP representatives.
Develop, define, and create best practices processes for assigned Infrastructure Technology areas.
Design and administer security practices to meet various regulatory and policy requirements.
Lead advanced troubleshooting efforts.
Follow best practices for supported technology.
Designs and administers security practices to meet various regulatory and policy requirements.
Test and deploy security patches to identity systems to help maintain PCI, SOX, and other regulatory compliance requirements.
Develop documentation and train Level I and Level II technicians.
Manage documentation , inventories, and related service contracts.
Candidate Profile
Successful candidates should possess knowledge , experience and demonstrate leadership skills as follows:
Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience typically required.
Specific Candidate Profile
Education:
AA/AS technology or related degree or equivalent technical certification and experience
Experience :
7+ years’ work experience in operation roles with engineering focus position
7+ years’ work experience in technical troubleshooting
Prefer certifications
Skills/Attributes:
Technical Infrastructure
Technical Specialization
Technical Integration
Customer Service Orientation
Global Orientation
Project Management
Analytical Ability
Problem Definition and Resolution
Creativity
Communications (Listening, Persuasiveness, Oral, Written)
Leadership (Impact, Involvement, Change Management)
People Management (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, Resiliency/Adaptability)
As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives.
Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.
Specific Job Summary
Manages relationships with Managed Service Provider (MSP) personnel and third-party resources and leads assigned projects. Assigns tasks to operational resources. Interfaces with MSP leads, third-party, and internal operation resources to manage outcomes, escalating service delivery problems with the provider. Performs capacity planning to predict usage trends for upcoming hardware/software needs. Makes recommendations to management for infrastructure purchases and technology transformations. Within the IT Infrastructure Technology function at MVW, may work in a one or more of the following areas: systems operations, network operations, systems database operations, and data protection.
Expected Contributions
Contributes to team, department and/or business results by performing complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
Assists more senior associates in achieving business results by:
identifying opportunities to enhance the effectiveness of business processes.
participating in setting department operating plans.
achieving results against budget within scope of responsibility.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.
Specific Expected Contributions
Manage relationships with global sourcing provider tower leads.
Set project priorities and goals for the global sourcing providers.
Execute and complete assigned technology projects on time.
Identify opportunities to improve efficiency and productivity.
Work with internal IT teams to develop solutions and provide technical domain expertise.
Coordinate & participate service/support needs with vendors, technical support, application support, infrastructure support.
Work with tower leads and oversee system performance to ensure services are optimally structured to provide defined service levels for:
Uptime
Stability
Performance
Quality
Ensure global sourcing provider works to resolve customer incidents and problems rapidly.
Resolve customer incidents and problems rapidly.
Review ticket and queue performance with provider and management.
Participate in a regular on-call rotations to provide 24/7 support.
Provide constructive feedback to internal team members and MSP representatives.
Develop, define, and create best practices processes for assigned Infrastructure Technology areas.
Design and administer security practices to meet various regulatory and policy requirements.
Lead advanced troubleshooting efforts.
Follow best practices for supported technology.
Designs and administers security practices to meet various regulatory and policy requirements.
Test and deploy security patches to identity systems to help maintain PCI, SOX, and other regulatory compliance requirements.
Develop documentation and train Level I and Level II technicians.
Manage documentation , inventories, and related service contracts.
Candidate Profile
Successful candidates should possess knowledge , experience and demonstrate leadership skills as follows:
Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience typically required.
Specific Candidate Profile
Education:
AA/AS technology or related degree or equivalent technical certification and experience
Experience :
7+ years’ work experience in operation roles with engineering focus position
7+ years’ work experience in technical troubleshooting
Prefer certifications
Skills/Attributes:
Technical Infrastructure
Technical Specialization
Technical Integration
Customer Service Orientation
Global Orientation
Project Management
Analytical Ability
Problem Definition and Resolution
Creativity
Communications (Listening, Persuasiveness, Oral, Written)
Leadership (Impact, Involvement, Change Management)
People Management (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, Resiliency/Adaptability)
