Senior Tech Analyst in Lakeland Corporate Headquarters at Marriott Vacations Worldwide Call Center

Date Posted: 11/26/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

*Posting due to Corporate Restructure

**Please note: There are strong internal candidates for this position

Specific Job Summary

Reporting to the Manager of Operations Central this position serves as one of eight (8) IT specialists providing Defect Management/Restoration of failed or damaged IT Infrastructure Service Components or IT Business Applications. The role will provide global support for all IT Infrastructure and Business Application Defect Management Support across the Enterprise. This is a critical support position for all Business Systems and Infrastructure Services and functions as the first line of support for restoring failed or damaged business systems back into operation in as timely a means as possible(minutes).

Specific Expected Contributions

  • Global Support across all MVW/ILG/Vistana entities providing IT Tier's 0,1,2 Problem Management and Resolution.
  • Restores failed IT components including Infrastructure, applications and security components back into an operational state which restores business operations.
  • Supports both live Business Systems (revenue generation, sales, marketing, contracting, finance, accounting, etc.) and the 14 Development Environments which construct new revenue and business systems. (i.e. Yet to be implemented).
  • Supports all Business Systems worldwide 24/7/365.
  • Supports all Infrastructure systems worldwide on a 24/7/365 basis.
  • Very Technically oriented, trained and skilled.
  • Skill Discipline spans: Servers, Storage, Network, Operating Systems, Security, Applications, Internet, Intranet, DNS, DHCP.
  • Support Duties spans: Servers, Storage, Network, Operating Systems, Security, Applications, Internet, Intranet, DNS, DHCP.
  • Works directly with other IT Organizations, Resorts, Resort Operations, Vendors, and other Internal Business departments.
  • Troubleshoots, investigates, analyzes, and correct the most difficult failures.

List high-level responsibilities

  • Responsible for restoring failed IT Systems back into production use for all Business Systems and Supporting Infrastructures.
  • Responsible for conducting ITIL based Problem Management processes on all system failures.
  • Directly communicates with and coordinates the correction of failures with externally contracted vendors (i.e.: Timeshareware, Concur, HP, Cisco, Telecommunications carriers (AT&T, Verizon, Spectrum, etc.).
  • Tackles the difficult challenges (Tier's 0,1,2 complexity).
  • Restores the systems into operational state in the quickest possible time.
  • Makes additions, modifications, deletions to the Change Management Database (a critical IT technology component) based on detected failures, subsequent corrections, and solutions.
  • Participates in all Infrastructure and security patching activities.
  • Contribute and participate in maintaining Knowledge Base Articles and SOP's in IPSM Tool (Cherwell).

Specific Candidate Profile

Education

  • College Degree in a technical discipline, Technical Trade School or equivalent work experience.

Experience

  • 3-7+Years of IT experience.
  • Strong experience performing highly technical problem resolution issues across numerous disciplines including: Server hardware, Operating Systems (Windows, Linux, Unix), Networks, Data Storage, Business Applications, Internet Technologies and Security technologies.
  • Prior experience configuring and utilizing any major Job Scheduler.
  • Previous working experience in all scope items listed above.
  • ITIL experience (ITIL V3 Certified).
  • IT Trouble ticketing experience.
  • ITSM usage experience.
  • Monitoring Systems usage experience.
  • Prior Programming experience and any major Coding technologies, Data Base Administration, or Web Administration (a plus).
  • Security Operations exposure a plus.
  • Prior Data Center experience a plus.
  • Prior Experience as a NOC level 2 or 3 administrator a plus.
  • System Administrator, Network Administrator, Web Administrator a plus.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.