Marriott International · 21 hours ago
FLEX Senior Manager, Deployment Support
Bethesda, MD
Full-time
Hybrid
Senior Level
$48.26/hr - $74.47/hr
5+ years expMarriott International is the world’s largest hotel company, and they are seeking a Senior Manager, Deployment Support to play a critical role in supporting the successful deployment of The Power of M transformation initiative. This role will act as a key contributor during each deployment wave, resolving tickets and collaborating with various teams to ensure effective issue resolution during live deployment windows.
LeisureTourismTravel
Responsibilities
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
Qualification
Required
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 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
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
Represents job field similar to this job
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
Company data provided by crunchbase