Infrastructure Engineer, Incident Response – Bethesda, MD

Marriott•Bethesda, MD

1d•$114,483 - $151,800•Hybrid

About The Position

This role is for an Infrastructure Engineer specializing in Incident Response, based in Bethesda, MD. The engineer will be responsible for analyzing, testing, troubleshooting, and evaluating server infrastructure to ensure minimal interruption. They will identify the causes of server problems, document support activities, and maintain hardware and operating systems. The position involves administering virtualization technologies, providing hands-on support for priority incidents, and collaborating with various technical teams and service providers to restore services. The engineer will also execute Problem Management activities, provide training and mentorship, and identify improvements to service delivery and operational workflows. They will evaluate and propose technical solutions to enhance stability and reliability, develop technical implementation steps, and create/maintain policies and procedures. Regular communication with US/Canada teams and other partner organizations is essential, as is close collaboration with application development and engineering teams. The role supports ongoing refinement of internal processes and coordinates with IT service providers and vendors. The engineer will participate in a 24x7x365 support environment, acting as a technical resource and designing/developing scripts for operational tasks.

Requirements

Bachelor’s degree or equivalent in Engineering, Computer Science, or a closely related technical discipline followed by 5 years of progressive technology experience.
3 years’ experience in the operational support of critical solutions in large scale environments and organizations with specific experience in Windows, RHEL, and VMWare (vCenter and ESXi Hypervisor)
3 years’ experience in AIX Server Administration
2 years’ experience with CI/CD pipeline technologies such as Git, Docker Trusted Registry, Artifactory, HashiCorp Vault, Maven, etc.
2 years’ experience with Security Protocols like SSL, SAML, LDAP, etc.
2 years’ experience in Automation and Scripting languages (Ansible, PowerShell, VB, ShellScript)
2 years’ experience in server provisioning, upgrades, patch management, Critical Incident management and Vendor management
1 year of experience delivering technology solutions in a fast-paced, deadline driven enterprise environment
1 year of experience learning and applying new technologies to solve business needs
1 year of experience understanding change management, testing requirements, techniques, and tools to ensure high availability of systems
1 year of experience researching emerging technologies and trends, standards, and products
Must be available to work outside of normal business hours and days in a 24x7x365 environment

Responsibilities

Analyze, test, troubleshoot, and evaluate existing Server Infrastructure, such as servers and other data communications, and perform server maintenance to ensure servers operate correctly with minimal interruption.
Identify the causes of Server problems using diagnostic testing software and equipment.
Document Server support activities.
Install, upgrade and maintain the platform hardware and operating systems (Windows, AIX, Redhat).
Troubleshoot and resolve issues related to file systems, disk usage, CPU, memory, applications across RedHat, AIX and Windows Servers.
Administer virtualization technologies using VMWare for Redhat and Windows, Hardware Management Console (HMC) for IBM AIX for centralized maintenance of server environment.
Provide hands-on infrastructure support for priority incidents as directed by US/Canada Incident Commander.
Collaborate with network, application, and other technical teams as well as service providers to identify problem root causes and restore services (examples: Property Management Systems, Point of Sales, File and Print, Key Servers, etc.).
Close incidents or initiate process to transition to next shift following established processes.
Work with support vendors and providers to ensure proper global coverage, phone support, parts replacement and on-site assistance.
Execute Problem Management activities, including customer communication and creation of Root Cause Analysis reports.
Provide training, guidance, and mentorship to team members and peers as needed in procedures related to Server infrastructure or related systems.
Identify and recommend improvements to service delivery, operational workflows, and continual service improvement processes.
Evaluate and propose technical solutions that enhance the stability and reliability of property infrastructure.
Develop technical implementation steps, test approaches, and task timelines for operational changes and system enhancements (not project management).
Create, update, and maintain administrative, operational, and technical policies and procedures, ensuring alignment with best‑practice standards for employees, contractors, and vendors.
Maintain regular communication with US/Canada teams and other partner organizations to stay aligned on deployment and production support activities.
Collaborate closely with application development and engineering teams to troubleshoot and resolve complex technical issues.
Support ongoing refinement of internal processes to improve efficiency and service quality.
Coordinate with IT service providers and vendors to drive incident resolution and ensure timely restoration of services.
Participate in a 24x7x365 support environment, including work outside standard business hours when required and document Server support requests and resolutions.
Serve as a technical resource, offering expertise and support to stakeholders within and outside the department.
Design, develop, and maintain scripts or automated processes to streamline operational tasks.