Manager, End User Engineering

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Information Technology has an exciting career opportunity for a full time End User Experience Manager reporting to the Director of End User Experience.

Position Summary:

The End User Engineering Manager is responsible for the day-to-day End User IT Engineering operations, along with supporting any IT or Business led changes. They will also with closely with the enterprise architects to development, align and implement new technology align with RCG’s Strategic roadmap. This role will collaborate with key stakeholders across the enterprise to manage & transform our end users’ engineering experience with the use of technology platforms within the company.

Essential Duties and Responsibilities:

• Advance global End User client technologies stack
• Manage a team providing 2nd & 3rd level technical support for end user technologies
• Excellent leadership skills
• Develop and maintain formal procedures for consistency and increased productivity
• Drive annual cost efficiencies
• Prioritize both support and strategic goals
• Address escalated customer concerns
• Ensure good relationships with the business & IT Shareholders
• Strong communication, interpersonal, and conflict resolution skills
• Responsible for managing the patch management cycle for Global End Users Assets
• Identify and produce regular performance metric reports and identify resulting action items
• Ensures department processes comply with regulatory requirements.
• Human Resources responsibilities related to hiring, training, reviews, salary, vacations, mentoring, etc.
• Provide project resources from engineering and architectural talent for global projects
• Responsible for other duties and responsibilities as assigned.

Qualifications:

• Requires a bachelor’s degree (Master’s degree preferred) in area of specialty, or equivalent experience
• Minimum of 5-7 years’ experience in the field or in a related area

Knowledge and Skills:

• Experience with
  • Enterprise problem and service technologies, e.g , ServiceNow
  • Client computing management technologies
    • JAMF, Intune, SCCM, BigFix, Azure, Modern Device Management
  • Root cause analysis
  • Application deployment management / lifecycle
  • Working in a global support environment
• Strong skills in
  • Documentation
  • Problem solving
  • Communication and presentation
  • Customer Service
• In-depth knowledge in the area of O365 administration, operational activities and engineering.
• Demonstrates strong knowledge and capabilities across specific area of responsibility
• Proven ability to collaborate with technical peers and management
• Capable of making independent decisions that impact IT and/or related project delivery
• Accepts accountability and manages execution of individual and team results
• Must have ability to adapt to shifting priorities and align activities to meet organizational

Physical Demands:

• Will require physical lifting, unboxing, installation, and deployment of various IT equipment (Servers, Workstations, Monitors, Printers, etc.)
• May require extended travel to various locations, lasting up to 3 weeks at a time

Work Environment:

• Majority of work will take place within office environment.
• Work inside various datacenters may be required.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

#LI-MP1