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# FLEX Manager, Command Center, Digital + Technology Transformation

- **Company:** Marriott International, Inc.
- **Location:** Bethesda, MD, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $87,298 - $137,488
- **Contract:** Permanent contract
- **Skills:** JIRA, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Knowledge Management, Wide Area Networks, Wi-Fi Technology, Information Technology, Servicenow
- **Published:** November 10, 2026
- **Apply:** https://ejwl.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/MI_CS_1/job/26146089/apply/email?posting_type=1

## About the Role

Required

 * 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.

## Description

The 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., * 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.