Computer Operations Technician – Incident Response (Remote - AZ Only)

Join BWH Hotels – Where Passion Meets Purpose

At BWH® Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry.

Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including WorldHotels™, Best Western® Hotels & Resorts, and SureStay Hotels®, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter. Join us and be part of a team that's shaping the future of hospitality!

Join BWH Hotels – Where Passion Meets Purpose

At BWH® Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry.

Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including WorldHotels™, Best Western® Hotels & Resorts, and SureStay Hotels®, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter. Join us and be part of a team that's shaping the future of hospitality!

Job Purpose

We are actively seeking a Computer Operations Technician. This role will provide a high level of quality technical support, event monitoring and recovery services for client-critical systems hosted both on premises and in the AWS Cloud. You will maintain information technology service, functionality, and end user satisfaction by coordinating, monitoring, maintaining, and assisting with the resolution of escalated issues for applications/services, servicers, networks, and cloud services. Computer Operations technicians are responsible for providing support for cloud services through monitoring, incident response, and incident resolution for production applications and infrastructure deployed in the cloud environment.

Key Responsibilities

• Leverage Data Dog, Splunk and cloud platform monitoring solutions and services for both on-premises and AWS infrastructure.
• Monitor cloud infrastructure to ensure availability and performance SLAs are met.
• Troubleshoot and resolve issues with cloud infrastructure working closely with Operations, DevOps, Application and Cloud Engineering teams.
• Perform Impact assessment and root cause analysis on incidents.
• Implement remediation solutions
• Escalate to Engineering Teams to resolve issues as needed.
• Follow incident, change, release, and problem management processes.
• Facilitate DR and Patching task work
• Monitoring automation batch processing
• Support hotel onboarding and connectivity task work.
• Coordinate and implement technical releases.
• Project work as assigned.

Preferred Experience

• Minimum of 4 years IT/IS experience.
• Experience with Monitoring platforms for on-premises and cloud technologies.
• Intermediate level LINUX support.
• A keen interest in new technologies.
• Willingness to research and self-study to keep technical skills relevant in a highly complex environment
• Innovative and ability to think outside the box for creative problem solving.
• Results oriented.
• Comfortable working in cross functional and multidisciplinary teams.
• Ability to work independently and as part of a team.
• Ability to multi-task and prioritize deadlines is a must
• Excellent verbal and written communication skills with great attention to detail and accuracy.
• Experience of working in an Agile/Scrum environment

Work Location and Schedule

• This is a remote based position, working from your home office in Arizona.
• Typical working hours are Wednesday through Saturday, 6:30 am to 6:30 pm (Arizona Time)

This position is not eligible for immigration sponsorship. 

Benefits Summary for Full-Time Employees  

· Medical/Dental/Vision available day one 

· Vacation/Sick- accruals start day one 

· Paid company holidays and personal holidays to celebrate what’s important to you  

· 401K - company contribution and match (U.S.) 

· Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada) 

· Employee discounts/hotel discounts 

· Free financial and health wellness programs 

· Tuition Reimbursement 

Equal Employment Opportunity

BWH Hotels (the "Company") maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard to race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQIA+ individuals, height, weight, pregnancy status, childbirth or related medical conditions, genetic information, uniformed service or veteran status, marital status, or any other characteristic protected by applicable federal, state, provincial, or local laws. The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including, but not limited to, hiring, promotion, transfer, benefits, discipline, and termination.