Job DescriptionJOB SUMMARYThe 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 Marriott's 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.
CANDIDATE PROFILE Education and ExperienceRequired
- Bachelor's 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.
CORE WORK ACTIVITIES - 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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About UsAll locations offer 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. Click here to learn more.
Full-time positions also 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, and paid parental leave.
Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.
Marriott Headquarters (HQ) supports a hybrid work environment that helps associates Be Connected. HQ based roles are generally hybrid and require regular in-office presence at the assigned location, including for candidates who live within commuting distance of HQ for a role listed as remote. Remote roles will be clearly identified in the job posting.
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