FLEX Senior Manager, Vulnerability Response

Senior Manager, Vulnerability Response, Us/Canada Technology

A member of the continent Vulnerability Response Team responsible for remediation of vulnerabilities detected within US & Canada, for both Managed & Franchise hotels. Addresses 'Last-Mile' remediations for endpoints that require manual intervention. Coordinates with Vendors, Local Service Providers, Internet Service Providers, and internal product owners to ensure timely remediation of vulnerability detections. Works with Global Information Security on process improvement feedback and refinement. Adheres to strict SLA requirements to ensure hotels operate with a secure technology environment.

Candidate Profile

• Required Education & Experience: Undergraduate degree in an engineering or computer science discipline and/or equivalent experience/certification.
• 5+ years' experience in information technology leadership that includes one or more of the following: Networking and/or Server/Desktop Operating Systems. (Microsoft Windows based Operating System) Application support Hardware support
• Proven track record of effective partner/vendor engagement and management.
• 3+ years hands-on management level experience in IT customer service with a track record of supporting production IT infrastructure.
• Ability to travel (up to 20%).

Skills and Preferred Attributes

• O365 expertise (Excel, Word, PowerPoint) Experience with agile frameworks
• Experience/understanding of cloud technologies
• Experience with technology security concepts and functions
• Strong understanding of hotel property technical configurations and the impact on operations.
• Experience in developing and delivering presentations, technical and functional documentation
• Demonstrated ability to handle multiple priorities

Core Work Activities

• Delivering Technology Coordinates the resolution of vulnerabilities detected on both internal and perimeter endpoints that do not have existing corporate owners.
• Acts as 'Last-Mile' owner of vulnerability resolution when other manual and automation efforts have failed.
• Works with Vendors, Field IT, Hotels, and Managed Service Providers to properly document endpoint configurations.
• Provides frequent feedback to GIS partners around process improvements, enhancements, and requests.
• Subject matter expert for vulnerability resolution.
• Technology Governance Demonstrates continuous improvement through metrics of quality consistency and client satisfaction
• Follow all defined IT standards and processes (i.e. IT Governance, SM&G, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed
• Maintain a proper balance between business and operational risk
• Ensures all detected variances to inventory and reporting is updated quickly and appropriately.
• Managing Work, Projects, and Policies Adheres to strict SLA requirements.
• Coordinates and implements work and projects as assigned.
• Complies with Federal and State laws applying to procedures.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Manages the flow of questions and directs questions.
• Maintains consistent and accurate reporting.

Supporting Operations

• Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
• Establishes and maintains complete and up-to-date information to ensure accurate reporting.
• Represents team in resolving situations.
• Maintains and manages inventory and service operations.
• Leading Teams Creates a team environment that encourages accountability, high standards, and innovation.
• Leads specific team while assisting with meeting or exceeding department goals.
• Makes sure others understand performance expectations.
• Ensures that goals are translated to the team as they relate to tracking and productivity.
• Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service.
• Understands employee and develops plans to address need areas and expand on the strengths.
• Provides the team with the capabilities needed to meet or exceed expectations.
• Leads by example demonstrating self-confidence, energy, and enthusiasm.

Conducting Human Resources Activities

• Acts proactively when dealing with employee concerns.
• Always extends professionalism and courtesy to employees.
• Communicates/updates all goals and results with employees.
• Meets semiannually with staff on a one-to-one basis.
• Establishes and maintains open, collaborative relationships with employees.
• Solicits employee feedback. Interviews job candidates and assists in making hiring decisions.
• Receives hiring recommendations from team supervisors.
• Ensures orientations for new team members are thorough and completed in a timely fashion.
• Observes behaviors of employees and provides feedback to individuals.

Additional Responsibilities

• Informs, updates, and provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
• Attends and participates in all relevant meetings.
• Presents ideas, expectations and information in a concise, organized manner.
• Uses problem solving methodology for decision making and follow up.
• Maintains positive working relations with internal customers and department managers.
• Manages time effectively and conducts activities in an organized manner.
• Performs other reasonable duties as assigned