Production Support Manager

**Job Number** 24071857 **Job Category** Information Technology **Location** Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States **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 • Experience with or awareness of the general process for packaging and publishing applications on the App Store and Play Store and key Apple and Google publishing requirements **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, 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 + Experience with or awareness of the general process for packaging and publishing applications on the App Store and Play Store and key Apple and Google publishing requirements **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 **Service Provider Management** + Validates that Service Providers develop and manage respective aspects of a project plan, including schedules, deliverables, and appropriate metrics. + Makes short term plans for the team to effectively utilize resources + Monitors Service Provider outcomes + Reviews estimates of work effort for client project provided by Service Providers for accuracy + Facilitates timely resolution of service delivery problems and minimizes the impact to clients **MANAGEMENT COMPETENCIES** • Validates that Service Providers develop and manage respective aspects of a project plan, including schedules, deliverables, and appropriate metrics. • Makes short term plans for the team to effectively utilize resources • Monitors Service Provider outcomes • Reviews estimates of work effort for client project provided by Service Providers for accuracy • Facilitates timely resolution of service delivery problems and minimizes the impact to clients **MANAGEMENT COMPETENCIES** **Leadership** • Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. • Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of employee decision making and action. • Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges. • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action. • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. • Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes. **Managing Execution** • Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization. • Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes. • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. Building Relationships • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards. • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. • Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed. **Generating Talent and Organizational Capability** • Developing Others - Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively. • Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit. **Learning and Applying Professional Expertise** • Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application. • Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges o Technical Intelligence: Knowledge and ability to define and apply appropriate technology to enhance business process o Development Methodologies: Knowledge of general stages of SDLC framework and the application tiers within the development space. o Information Security: Knowledge of the security considerations relevant within the development space, including industry best practices related to information security • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges. • Basic Competencies - Fundamental competencies required for accomplishing basic work activities. o Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). o Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. o Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences. o Reading Comprehension - Understanding written sentences and paragraphs in work related documents. o Writing - Communicating effectively in writing as appropriate for the needs of the audience. **California Applicants Only** : The salary range for this position is $96,038.00 to $209,169.00 annually. **Colorado Applicants Only** : The salary range for this position is $96,038.00 to $190,154.00 annually. **Hawaii Applicants Only** : The salary range for this position is $116,205.00 to $209,169.00 annually. **New York Applicants Only** : The salary range for this position is $96,038.00 to $209,169.00 annually. **Washington Applicants Only:** The salary range for this position is $96,038.00 to $209,169.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually. All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions. The application deadline for this position is 28 days after the date of this posting, 04/24/2025. _Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._ Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. **Be** where you can do your best work,​ **begin** your purpose, **belong** to an amazing global​ team, and **become** the best version of you.