Production Support Manager

4 weeks ago

Bethesda, United States Marriott International, Inc Full time

**Job Number** 24071857

**Job Category** Information Technology

**Location** Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** Y

**Relocation?** N

**Position Type** Management
**JOB SUMMARY**

Come join a dynamic team on the world-class Marriott Bonvoy apps. As Mobile Production Support Manager, you will be responsible for the monitoring, communication, tracking and resolution of Production Support issues for the Bonvoy Mobile Apps (iOS and Android). This entails strong partnership, collaboration and communication across the various disciplines and departments, from Level 1 and Level 2 support, to Engineering to Product to QA to Content, Infrastructure and more. You will ensure that the appropriate teams are adequately aware and engaged to investigate and resolve issues in a timely manner (per SLAs) and that the ticketing system properly reflects the status and progress of the issues. You will manage day-to-day work of the Mobile Production Support Engineers. This role will also make sure that proper proactive monitoring approaches are in place and iteratively enhanced. You will also monitor and report on patterns and trends, making recommendations on quality, tooling and process improvements.

**CANDIDATE PROFILE**

**Education and Experience**

**Required**:

- 8+ years’ experience in release and/or engineering management
- Strong understanding of software quality best practices
- Strong high-level understanding of modern digital architectures (e.g., front-end and API interactions, source systems, CMSs, analytics, etc.)
- Familiarity with relevant ITIL processes and terminology
- Experience in Agile software methodologies such as Scrum or SAFe
- Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy-to-understand business terms
- Strong partnership, collaboration and teamwork skills
- Undergraduate degree or equivalent experience/certification

**Preferred**:

- Experience with tools such as Git, JIRA, Jenkins, Dynatrace, etc.
- Relevant technology management certifications
- Demonstrated ability to anticipate future process improvement opportunities

**CORE WORK ACTIVITIES**

**Technical Leadership**
- Trains and/or mentors other team members, and peers as appropriate
- Provides financial input on department or project budgets, capital expenditures or other cost/resource estimates as requested
- Identifies opportunities to enhance the service delivery processes.

**Delivering Technology**
- Performs more complex quantitative and qualitative analyses for service delivery processes and projects.
- Facilitates achievement of expected deliverables and obligations of Services Providers
- Validates completeness of requirements prior to Service Provider solutioning
- Ensures all projects follow the defined development and business case processes
- Ensures proper coordination with appropriate IT and vendor relations teams
- Provides consultation for routine and complex systems development
- Ensures early warning to the business stakeholder executives regarding degraded or missed service levels
- Coordinates with Operations and Infrastructure teams for deployment and production support activities

**IT Governance**
- Follows all defined IT standards and processes (i.e. IT Governance, SM&G, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed
- Maintains a proper balance between business and operational risk
- Follows the defined project management standards and processes

**JOB SUMMARY**

Come join a dynamic team on the world-class Marriott Bonvoy apps. As Mobile Production Support Manager, you will be responsible for the monitoring, communication, tracking and resolution of Production Support issues for the Bonvoy Mobile Apps (iOS and Android). This entails strong partnership, collaboration and communication across the various disciplines and departments, from Level 1 and Level 2 support, to Engineering to Product to QA to Content, Infrastructure and more. You will ensure that the appropriate teams are adequately aware and engaged to investigate and resolve issues in a timely manner (per SLAs) and that the ticketing system properly reflects the status and progress of the issues. You will manage day-to-day work of the Mobile Production Support Engineers. This role will also make sure that proper proactive monitoring approaches are in place and iteratively enhanced. You will also monitor and report on patterns and trends, making recommendations on quality, tooling and process improvements.

**CANDIDATE PROFILE**

**Education and Experience**

**Required**:

- 8+ years’ experience in release and/or engineering management
- Strong understanding of software quality best practices
- Strong high-level understanding of modern digital architectures (e.g., front-end and API interactions, source systems, CMSs, analytics, e

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