FLEX Senior Manager, Deployment Support

Marriott Hotels Resorts•Bethesda, MD

About The Position

This is a temporary position. Primary Working Hours: 2pm-10pm Eastern Time, this schedule may need to flex to earlier if business demands require. The Senior Manager, Deployment Support Resource –One Yield will play a critical role in supporting the successful deployment of The Power of M transformation initiative. The Power of M is a multi-year effort to transform Marriott’s technology and business process ecosystem, evolving it to deliver on our vision to become the world’s favorite travel company. The Senior Manager, Deployment Support Resource – One Yield will act as a key contributor during each deployment wave and cutover event, serving as a resolution specialist for issues and incidents. This role will be responsible for resolving tickets assigned to the One Yield ServiceNow support group, leveraging deep knowledge of the team’s systems, processes, and tools. Deployment support resources will collaborate closely with the Global Command Center, Service Desk, and other support tiers to ensure timely and effective resolution of issues during live deployment windows and stabilization periods.

Requirements

5+ years of relevant professional experience in technology support, operations, business systems or related discipline preferred, demonstrating progressive career growth and pattern of exceptional performance.
Experience working in a ticketing or incident management environment.
Ability to troubleshoot, analyze, and communicate issue details clearly in real time.
Proven leadership experience with end-user service support with a global scope.
Prior experience participating in in large-scale deployment, rollout, or cutover events.
Strong familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com.
Excellent project management skills, with ability to independently manage multiple projects.
Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives.
Strong presentation, facilitation, and stakeholder communication skills.

Responsibilities

Ticket Management & Incident Resolution Actively monitor and resolve tickets assigned to the One Yield ServiceNow support group, ensuring timely triage and resolution.
Triage incoming incidents, validate reported fixes, and escalate to SMEs or technical teams as needed.
Use templates and dashboards to manage ticket flow and prioritize based on urgency.
Distinguish between internal work notes and customer-facing comments for clarity.
Log accurate ticket notes, resolution steps, and time-to-close details in ServiceNow.
Review and prioritize the Master Incident Ticket list, communicating critical updates to discipline leadership.
Monitor and resolve access issues for ServiceNow and related tools, especially during early shifts.
Serve as the primary point of contact (POC) during assigned Command Center shifts, including 24/7 coverage as business demands require.
Schedule and sign up for Command Center shifts and on-call rotations.
Ensure smooth handoffs between shifts by documenting and passing on communications.
Use downtime for training or completing other work when ticket volume is low.
Communicate user-impacting issues to the Program Office and internal support tools (e.g., OYE Bulletin Board).
Coordinate with SMEs, Implementation Managers, and technical partners for issue resolution and validation.
Use Command Center Communication Paths for real-time support and ticket triage.
Provide backup communications support for primary POCs.
Liaise with cross-functional support teams to ensure end-to-end visibility and resolution.
Participate in One Yield validation teams during deployment cutovers.
Support pre-cutover and post-cutover triage teams and assist with retesting incidents.
Coordinate UAT requests and assist with User Experience Testing (UET) as needed.
Validate fixes in collaboration with Global Technology and impacted stakeholders.
Complete required ServiceNow training and stay current with platform updates.
Participate in office hours and self-guided training via the Knowledge Center.
Serve as an Office Hours SME and support onboarding of new team members.
Create and update Knowledge Base articles, job aids, and documentation of known issues and workarounds.
Maintain and iterate task lists and business process documentation for Command Center operations.
Track and report on ticket resolution metrics and incident trends.
Collaborate with Global Technology and Revenue Management discipline partners.
Serve as a subject matter expert on One Yield Evolution, addressing inquiries from the DTT Program Office and partner systems.
Participate in daily support calls, wave readiness reviews, and cutover planning sessions.
Perform other duties as needed.