Hospitality IT Production Support Manager

Job Responsibility:

Our mission is to create the Experience of a Lifetime for our employees, so they can, in turn, create the Experience of a Lifetime for our guests. We own and operate the most renowned destination resorts in the world as well as regional and local ski areas outside major cities, and connect them all through one unrivaled network. We are looking for ambitious leaders, innovators and creators to join our talented team. If you're ready to pursue your fullest potential, we want to get to know you!

Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).

Job Summary

The Hospitality IT Production Management Support Manager leads our Production Support Business Analysts and has oversight of the applications, vendors, and IT processes that enable our Lodging, Reservations, Sales, Golf, Club, Spa, and Transportation lines of business. This team is accountable for the day-to-day support of applications that are critical to Hospitality business functions.

This results-oriented Manager thrives in fast-paced environments, proactively tackling challenges and driving continuous improvement. They are curious, open in their approach, and possess a strong ability to manage risk and prioritize work across diverse business lines. This key technology leadership role demands superior leadership, excellent written and verbal communication skills, and a solid understanding of SDLC standards and ITIL methodologies.

The position collaborates closely with application and delivery teams, reporting to the Senior Manager of Hospitality IT Production Management. The manager will oversee ongoing application support and maintenance, manage system enhancements, and ensure quality assurance through test script development and execution. They will also be responsible for reviewing and approving production support processes and training documentation, and providing guidance on access security and compliance.

Job Specifications:

• Starting Wage: $99,000- $120,000 + annual bonus
• Employment Type: Year Round
• Shift Type: Full Time hours available
• Minimum Age: No
• Housing Availability: No

Essential Job Responsibilities

• Team Leadership & Development:
  • Lead, direct, and mentor Production Management Support Analysts, empowering them to effectively manage daily support, compliance, and QA tasks with a strong focus on prioritizing incoming work.
  • Identify and facilitate professional development opportunities for direct reports.
  • Establish clear goals, conduct regular 1:1 meetings and performance reviews, and provide timely, candid feedback.
• Application Incident & Service Request Management:
  • Establish and oversee efficient processes for logging, categorizing, prioritizing, resolving, and fulfilling user-reported application issues and service requests, ensuring adherence to SLAs.
  • Manage internal and vendor ticket queues, prioritizing items in collaboration with business teams.
• Application Problem & Disaster Recovery Management:
  • Proactively identify recurring application problems, lead root cause analysis efforts, and implement preventative measures to improve application stability and minimize disruptions.
  • Implement and maintain disaster recovery plans in partnership with IT Infrastructure and Business Stakeholders to ensure business continuity during outages.
• Application Support Knowledge Management:
  • Champion the creation, maintenance, and utilization of a comprehensive knowledge base to empower first-line support, improve resolution times, and enhance overall team efficiency in addressing application-related inquiries.
• Application Change & Transition Management:
  • Manage the processes for application production support changes and modifications, ensuring minimal disruption and effective communication with stakeholders during system transitions.
  • Partner with Delivery team members on release and project delivery hand-offs.
• Compliance & Risk Management:
  • Ensure adherence to all compliance and change management requirements (e.g., SOX, PCI, Privacy) through effective oversight and execution.
  • Proactively identify and implement process improvements to enhance efficiency, accuracy, and reduce risk.
• Business Partnership & Alignment:
  • Align IT support solutions with business strategies to drive operational excellence and efficiency through technology.
  • Identify opportunities to improve integration with various business lines to enhance automation and streamline processes.
• Vendor Management:
  • Build and maintain strong relationships with vendors, manage contracts effectively, and integrate vendor upgrades into relevant roadmaps.
  • Hold vendors accountable for deliverables and escalate issues as needed.
• Teamwork & Collaborative Culture:
  • Foster a collaborative and high-performing team environment, actively driving team efficiency and contributing to the professional growth of team members.
  • Serve as a role model for building and maintaining positive, collaborative relationships across business units, IT teams, and leadership.
  • Collaborate effectively across multiple teams to design holistic solutions in a fast-paced environment.

Job Requirements

• Leadership Experience: Proven ability to effectively manage, mentor, and develop direct reports, with a track record of increasing responsibility and fostering career growth. Experience managing both internal and contract resources. Demonstrated self-starter with the ability to learn quickly and work independently, requiring minimal direction, and exhibiting strong leadership potential.
• Service-Oriented Communication: Exceptional communication skills with the ability to interact effectively across all levels of the organization, including Director and VP levels within both IT and the Business. A strong customer-focused and service-first attitude is essential.
• Analytical and Decision-Making Skills: Strong analytical abilities to identify trends, analyze data, and make well-informed decisions regarding production optimization and support strategies.
• Technical Problem-Solving: Demonstrated ability to troubleshoot complex technical issues efficiently and effectively in a timely manner.
• Communication and Interpersonal Skills: Excellent verbal and written communication and presentation skills, with the ability to clearly and concisely convey technical information to both technical and non-technical audiences. Strong interpersonal skills to build effective working relationships.
• Organizational and Time Management Skills: Exceptional organizational and time management skills, with the capacity to manage multiple projects and tasks concurrently. Ability to contribute to organizational planning for effective support prioritization with business, IT, and vendor stakeholders.

Core Competencies:

• Connect: This leader has a strong focus in building and maintaining strong stakeholder relationships by communicating clearly, managing expectations, and facilitating communication across business units. They create a supportive environment within the team, connecting team members with other IT groups, and promoting knowledge sharing and a shared sense of purpose
• Develop: They have a high standard for performance, leading with their own positive example for the team that inspires them to strive for excellence. They also ensure that team members understand expectations and are accountable for delivering their assigned tasks and contributing to team goals.
• Drive: They do not just maintain the status quo, and will actively look for ways to enhance team support services, identify bottlenecks, and set ambitious yet achievable goals for the team. They are proficient in monitoring key metrics, analyzing trends, and taking proactive steps to address any dips in performance or areas needing improvement.
• Out Front: Instead of solely reacting to incidents, this "out front" leader will analyze trends in support tickets, system logs, and performance metrics to identify recurring problems or potential points of failure. They'll then proactively implement solutions or workarounds. In high-pressure situations, this leader will take charge, coordinate resolution efforts, and ensure clear communication, rather than waiting for direction.
• Passion: They are genuinely interested in understanding the intricacies of the applications they support, how they work, and how they can be improved. This curiosity drives them to learn continuously. Their energy and dedication is contagious, inspiring their team to be more engaged and committed.
• Re-imagine: They'll push for a deeper understanding of why problems are happening and explore more in-depth solutions, even if it means challenging previously identified solutions. When faced with challenging issues, they'll encourage the team to brainstorm unconventional solutions and consider perspectives from different angles.
• Elevate: They foster a team environment where all members feel valued, respected, and heard. They coach team members to be aware of potential biases in their interactions with users and to provide equitable and respectful support to everyone, regardless of their technical proficiency, background, or identity.

Preferred Skills:

• IT schooling or equivalent job-related experience
• Experience in a ski resort or hospitality field
• Prior experience with Hospitality Point of Sale and Payment systems (e.g. Inntopia, Oracle, Agilysys, Book4Time, Shift4, FreedomPay, Elavon, IQware, SynXis, Delphi, Salesforce, Jonas, Spasoft, etc. or similar)
• Automated testing experience
• Ticket Management system experience, such as IT Connect, Jira, etc.

The expected Total Compensation for this role is $99,000- $120,000 + annual bonus. Individual compensation decisions are based on a variety of factors.

Job Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
• MORE employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan
• Employee Assistance Program
• Excellent training and professional development

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

Employees can work remotely from British Columbia, Washington D.C., and the 16 U.S. states* in which we currently operate. This includes: California, Colorado, Indiana, Michigan, Minnesota, Missouri, New Hampshire, New York, Nevada, Ohio, Pennsylvania, Utah, Vermont, Washington State, Wisconsin, and Wyoming.

Please note that the ability to work in person or off-site, and the particulars related to such work, are subject to change at any time; and, accordingly, the Company reserves the right to change its policies and/or require in-person/in-office work or off-site work at any time in its sole discretion.

In completing this application, and when submitting related documentation, applicants may redact information that identifies their age, date of birth, and/or dates of attendance at or graduation from an educational institution.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 508457 Reference Date: 05/17/2025 Job Code Function: Applications