Director, D+TT Command Center Tech Lead… at Marriott… · Singapore

DURATION: September 2026 – November 2027

LOCATION: Singapore

JOB SUMMARY

The Command Center Technical Lead is responsible for leading shift operations within the Command Center to ensure stable, efficient, and timely operational decision-making. Working on a shift rotation basis (including overnight and weekend coverage), this role oversees real-time monitoring, incident triage, escalation management, and communications to support properties across the region and ensure leadership has clear, accurate situational awareness.

Key Responsibilities

• Provide operational oversight of the Command Center during assigned shifts, ensuring adherence to standard operating procedures and service expectations.
• Assist in, coordinate, and document operational decisions required within the Command Center, ensuring timely follow-through and stakeholder alignment.
• Monitor property issues and incidents; escalate to required internal teams and external vendors as appropriate, and drive issues through to resolution with clear ownership, timelines, and updates.
• Manage and direct Command Center staff during your shift, including task assignment, prioritization, coaching, and escalation support.
• Ensure scheduled global check-in calls occur on time (every 3 hours), including preparation of talking points, attendance tracking, and capturing actions/decisions.
• Prepare, maintain, and monitor “Mission Control” dashboards, proactively investigating and reacting to anomalies or adverse trends in reporting.
• Prepare and distribute a centralized operational report-out every 3 hours to APEC leadership, highlighting current status, incidents, risks, mitigations, and required decisions.
• Maintain accurate shift handover notes and ensure a smooth transition between shifts, including open incidents, vendor engagements, and pending actions.
• Promote continuous improvement by identifying recurring issues, documenting lessons learned, and recommending process, tooling, or monitoring enhancements.

Qualifications and Experience

• 5+ years’ experience in IT operations, service management, NOC/command center operations, or technical operations leadership in a 24x7 environment.
• Demonstrated experience leading on-shift teams and coordinating incident response, escalation, and resolution.
• Experience working with vendors and third parties, including escalation management and resolution tracking.
• Strong understanding of monitoring concepts (dashboards, alerting, KPIs/SLAs) and structured troubleshooting/triage.
• Familiarity with ITIL/ITSM processes (incident, problem, change) and ticketing tools (e.g., ServiceNow, Jira) preferred.
• Excellent written and verbal communication skills, with experience reporting to leadership and running operational calls.

Key Skills and Competencies

• Strong operational leadership and calm decision-making under pressure.
• Clear, concise stakeholder communications; able to translate technical details into executive-ready updates.
• High attention to detail with disciplined documentation and handover practices.
• Ability to prioritize effectively in a fast-paced, multi-incident environment.
• Data-driven mindset; able to interpret dashboards, identify anomalies, and take appropriate corrective action.
• Collaborative approach across time zones and global teams.

Working Conditions

This position operates on a shift rotation basis and will include overnight, weekend, and holiday coverage as required. The Command Center Technical Lead is expected to be available for time-critical escalations during their shift, and to participate in structured shift handovers to maintain continuous 24x7 operational coverage.

About the Team

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.