Job Description

DURATION: October 2026 – December 2027 (2 Headcounts)

LOCATION: Singapore

The Command Center IT Support role provides hands-on technical support within the Command Centre and to hotels during the Power of M transition, including cutover and hypercare. Working on a rotating 24x7 shift roster (nights, weekends and public holidays), the role triages incidents, resolves common end-user and workstation issues, assists with network/connectivity challenges, and ensures accurate ticket logging and escalation using ServiceNow and Jira.

Key Responsibilities

• Provide Level 1/2 technical support for Command Centre associates during assigned shifts, including guidance on tools, processes, and technical triage.
• Support hotels requesting technical assistance during cutover and hypercare, providing timely troubleshooting, guidance, and clear communications.
• Troubleshoot connectivity issues impacting hotel operations (e.g., network access, DNS/DHCP, Wi-Fi/LAN, VPN or upstream connectivity) and coordinate escalation to appropriate resolver groups and vendors.
• Assist hotels with user access and account issues across systems introduced during the Power of M transition (e.g., login failures, role/access provisioning, MFA/SSO issues), following approved access processes.
• Diagnose and resolve workstation and end-user issues (hardware, OS, peripheral, application/client configuration), ensuring minimal disruption to hotel operations.
• Log, categorize, and update incident/defect records in ServiceNow and Jira, capturing clear reproduction steps, impact, timestamps, and relevant evidence for new issues/bugs discovered.
• Perform initial incident triage, apply known workarounds/knowledge articles, and escalate unresolved issues to the Command Centre Technical Lead and relevant technical teams.
• Maintain accurate shift handover notes, including open incidents, hotel escalations, known issues, and next actions to ensure continuity across the 24x7 roster.
• Contribute to continuous improvement by documenting fixes/workarounds, identifying recurring issues, and supporting knowledge base updates for the Command Centre and hotels.

Qualifications and Experience

• 2+ years’ experience in IT service desk, desktop support, NOC/command centre operations, or technical support in a 24x7 environment.
• Working knowledge of ITIL/ITSM practices (incident, problem, change) and disciplined ticket hygiene.
• Experience logging and tracking work in ServiceNow and/or Jira, including creating clear defect/bug reports and providing timely status updates.
• Demonstrated ability to troubleshoot network/connectivity issues and workstation/end-user computing issues using a structured approach.
• Comfortable supporting identity and access issues (accounts, roles, MFA/SSO) and following approved access provisioning processes.
• Strong written and verbal communication skills, including ability to work calmly under pressure and provide clear updates during shift handovers and escalations.

Key Skills and Competencies

• Strong technical troubleshooting skills across network connectivity, user access/identity, and workstation/end-user computing.
• Customer-service mindset with ability to support hotels remotely, set expectations, and drive issues to resolution.
• High attention to detail with disciplined documentation in tickets and clear shift handover notes.
• Ability to prioritize effectively in a fast-paced, multi-incident environment, balancing quick fixes with appropriate escalation.
• Analytical mindset; able to identify trends, recognize recurring issues, and contribute to root-cause capture and knowledge articles.
• Collaborative approach across time zones and teams, working closely with the Command Centre Technical Lead, application teams, and vendors.

Working Conditions

This is a 15-month contract role operating on a rotating 24x7 shift roster to support the Command Centre, including nights, weekends, and public holidays. The role requires reliable attendance for rostered shifts, timely response to time-critical hotel incidents during cutover/hypercare, and participation in structured shift handovers to maintain continuous coverage.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. y protected basis, such as disability and veteran status, or any other basis covered under applicable law.