Marriott International · 10 hours ago
FLEX Senior Service Availability Manager
Bethesda, MD
Full-time
Hybrid
Senior Level, Lead/Staff
$53.07/hr - $82.45/hr
8+ years expMarriott International is the world’s largest hotel company, and they are seeking a Senior Service Availability Manager to lead a team of consultants in executing IT Incident Management processes. The role involves coordinating services from third-party providers, ensuring service level agreements are met, and mentoring staff to enhance their skills.
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Responsibilities
Provide technical and managerial leadership for team of consultants
Remain calm and professional during high-visibility incidents to Marriott’s revenue or brand
Act as the role model for the team – inspire others to continually seek additional professional or technical skills
Oversee accurate and timely communications to ensure team alignment during incident response and change/release execution
Provide integrated management and coordination of various IT processes, including Change, Release and Problem Management processes
Utilize technical environment knowledge to assure services and components are designed and delivered to meet their availability targets
Facilitate bridging the gaps between delivery teams and drive rapid recovery during incidents
Provide a holistic view of the environment and make recommendations to improve overall service
Participate in system or application triage with support teams and / or vendors as necessary
Document incident root cause and communicate to stakeholders
Work with various technology teams to identify and implement lessons learned from each event
Monitor and reports on SLA adherence and team performance to published metrics
Monitor and reports on infrastructure trends and uptime metrics
Strong listening skills are required to ensure communications are accurate and team remains aligned during incident response and change/release execution
Demonstrated ability to remain calm under pressure and be the role model for the team
Strong written and verbal communication skills are essential in this role
Qualification
Required
8 years of experience in an information technology environment
5+ years of experience in information technology focused on IT Operations
3 years operations experience involving incident, problem, change, and release management
Undergraduate degree or equivalent experience/certification
Strong written and verbal communication skills with the ability to concisely and accurately tailor information to specific audiences
Demonstrated success in a fast paced, highly-visible environment
ITIL Foundations v3 certification
Demonstrated ability to lead technical operations teams in a highly visible, mission critical environment
Demonstrated experience in troubleshooting complex network, server, storage, and/or application issues
Strong customer service focus and an understanding of how IT supports the end business efforts
The ability to work outside of core business days and hours will be required
Preferred
Demonstrated experience working with ITSM suites, e.g., - BMC Remedy or ServiceNow
Experience in varied technologies (e.g. telecommunications and networking, client server architecture, eCommerce infrastructures, enterprise and cloud platforms, Web applications, etc.)
Demonstrated experience with various monitoring, performance, or capacity tools
Ability to create constructive relationships, influence, and communicate with varying levels of associates and management
Ability to lead complex, cross-functional problem-solving initiatives
Strong working knowledge of Server, Storage, Network, Middleware, Application and Cloud technologies
A high degree of curiosity and a drive to constantly seek more efficient ways of delivering service
Benefits
401(k) plan
Stock purchase plan
Discounts at Marriott properties
Commuter benefits
Employee assistance plan
Childcare discounts
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
Paid sick leave
0.0384 PTO balance for every hour worked
Minimum of 9 holidays annually
Company
Marriott International
Marriott International, Inc.
10001+ employees
H1B Sponsorship
Marriott International has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (101)
2024 (84)
2023 (97)
2022 (77)
2021 (37)
2020 (58)
Funding
Current Stage
Late StageLeadership Team
Anthony Capuano
Chief Executive Officer
Naveen Manga
Global Chief Technology Officer
Recent News
IndiaTimes
2025-11-12
2025-11-09
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