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Manager Sr., Shipboard Technical Operations

Company: Carnival Cruise Line
Location: Miami
Posted on: June 25, 2022

Job Description:

Job ID 3538 Location Miami, Florida Date posted 06/15/2022
Job Description
The Guest Experience and Innovations team at Carnival Corporate is seeking a Senior Manager, Shipboard Technical Operations to be the front-line management for shipboard systems ensuring continuity of service, troubleshooting, and resolving interruptions. The Senior Manager, Shipboard Technical Operations will ensure that existing and new technology operations and ready to support an always on, secure and compliant workforce supporting guest needs. As part of the team, this role will engage with the Shared Services Team to be build a competitive edge through insightful projects. This role will address customer's needs, monitor all technology onboard acting proactively to resolve issues preventing outages or other interruptions.
Essential Functions

  • Ensure customer technical complaints/issues are properly investigated and the findings & solutions are timely communicated.
  • Ensure continuous delivery of IT services & Innovation through definition, oversight, and implementation of service level agreements across systems and platforms
  • Collaborates with Shipboard Technical Operations team to develop and manage the escalation process and creates documentation and metrics to align toward service levels and performance standards.
  • Responds to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction. Effectively analyzes situations to gain understanding and make sound, timely decisions that factor in costs, risks, and impact to employee and customer experience. Takes action to achieve resolution(s) despite ambiguity.
  • Serves as point of contact for major incidents, ensuring continuous support from identification through resolution including any post incident reporting.
  • Analyze technical data to identify causes of operational deficiencies and communicating findings to enable improvement to be achieved.
  • Oversee day to day technical support and guidance for designated ships and monitor technical performance and ensure follow up action
  • Assess technology needs to determine specifications for hardware, client computing supplies and desktop applications needs and deficiencies. Manages IT equipment including updates, patches, and performance/process enhancements in collaboration with the Security Team.
  • Responsible for the desktop/laptop environment including updates, patches, performance/process enhancements, asset management and automated solution deployments. Oversee the management of mobile devices, and identifies mobile provisioning needs and mobile device management
  • When needed, performs as a senior level engineer and diagnostician responsible for troubleshooting, problem solving, maintaining, and repairing corporate systems and end user devices
  • Create and execute change management plans, collaborating with various teams, manage the overall timeline of the change management components, identifying cross-functional dependencies, key milestones, and critical paths, and ensuring that the overall change management schedule stays on time and budget. Monitor and report the status of Change Management initiatives, facilitate resolution of issues, and as appropriate, escalate issues requiring management attention. Communicate with overall Project Manager to ensure change management activities align with the overall IT initiative
    • Bachelor's Degree Naval Architecture, Technology, Marine Engineering, or related field
    • 5 years of experience in technical marine operations or guest-based organization
    • Experience in managing highly complex, hyper-scaled multi-platform environments (servers, networks, storage, virtualization, systems monitoring and management).
    • Excellent communication and follow-up skills for frequent interactions with Shoreside staff.
    • Strong interpersonal skills to work with others from multiple departments across CCL.
    • Knowledge of marine technical and regulatory compliance.
    • Working knowledge of Microsoft Office suite.
    • Sense of urgency and speed to deliver results
      About Us
      Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!
      Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.
      Benefits As a Member Of Carnival's Team
      • A comprehensive benefit program which includes medical, dental and vision plans
      • Additional programs include company paid term life insurance and disability coverage and a 401(k) plan that includes a company match
      • Employee Stock Purchase plan
      • Paid vacation and sick time
      • Cruise benefits
      • An on-site fully accredited preschool educational program located at our Doral campus
      • An on-site Wellness Center and Health clinic at our Doral campus
        To view a copy of Carnival's FMLA, EEO and EPPA posters please visit: (click or copy and paste link into your browser)

Keywords: Carnival Cruise Line, Miami , Manager Sr., Shipboard Technical Operations, Executive , Miami, Florida

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