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

Best Western; Phoenix (AZ); Remote; USD 65,000 - 85,000; Full time

Job summary

A leading company in hospitality is seeking a Computer Operations Technician. This remote role focuses on providing technical support for cloud services and on-premises systems, ensuring high-level service and functionality. Candidates should possess strong IT experience and problem-solving skills.

Benefits

Medical, Dental, Vision coverage from day one

Vacation and Sick leave accrue from day one

401K with company contribution and match

Employee and hotel discounts

Tuition reimbursement

Qualifications

• Minimum 4 years of IT/IS experience required.
• Experience with monitoring platforms for cloud technologies.
• Excellent verbal and written communication skills.

Responsibilities

• Monitor cloud infrastructure to ensure availability and performance SLAs are met.
• Troubleshoot and resolve issues with cloud infrastructure.
• Assist with hotel onboarding and connectivity tasks.

Skills

Creativity

Problem Solving

Communication

Tools

Data Dog

Splunk

Job description

Join BWH Hotels – Where Passion Meets Purpose

At BWH Hotels, we offer more than employment opportunities; we invite you 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 meaningful impact in the travel industry.

Headquartered in Phoenix, Arizona, BWH Hotels has a portfolio of 18 brands, including WorldHotels, Best Western Hotels & Resorts, and SureStay Hotels, with approximately 4,300 hotels across more than 100 countries. We pride ourselves on top-ranking employee engagement scores and a workplace culture where your contributions matter. Join us and help shape the future of hospitality!

Job Purpose

We are actively seeking a Computer Operations Technician. This role provides high-quality technical support, event monitoring, and recovery services for client-critical systems hosted on-premises and in the AWS Cloud. You will maintain IT service, functionality, and end-user satisfaction by coordinating, monitoring, maintaining, and resolving escalated issues for applications, services, networks, and cloud services. The technician supports cloud services through monitoring, incident response, and resolution for production applications and infrastructure deployed in the cloud environment.

Key Responsibilities

• Utilize Data Dog, Splunk, and other cloud platform monitoring tools for on-premises and AWS infrastructure.
• Monitor cloud infrastructure to ensure availability and performance SLAs are met.
• Troubleshoot and resolve issues with cloud infrastructure, collaborating with Operations, DevOps, Application, and Cloud Engineering teams.
• Perform impact assessments and root cause analysis on incidents.
• Implement remediation solutions.
• Escalate issues to Engineering Teams as needed.
• Follow incident, change, release, and problem management processes.
• Support disaster recovery and patching tasks.
• Automate batch processing monitoring.
• Assist with hotel onboarding and connectivity tasks.
• Coordinate and implement technical releases.
• Participate in project work as assigned.

Preferred Experience

• Minimum of 4 years of IT/IS experience.
• Experience with monitoring platforms for on-premises and cloud technologies.
• Intermediate Linux support skills.
• Interest in new technologies.
• Willingness to research and self-study to stay current in a complex environment.
• Creative problem-solving skills.
• Results-oriented mindset.
• Ability to work in cross-functional, multidisciplinary teams.
• Independent and team-working skills.
• Multi-tasking and deadline prioritization abilities.
• Excellent verbal and written communication skills with attention to detail.
• Experience working in an Agile/Scrum environment.

Work Location and Schedule

• This is a remote position based in Arizona.
• Typical 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 coverage from day one.
• Vacation and Sick leave accrue from day one.
• Paid holidays and personal days.
• 401K with company contribution and match (U.S.)
• Registered Retirement Savings Plan (Canada) with company contribution and match.
• Employee and hotel discounts.
• Free financial and health wellness programs.
• Tuition reimbursement.

Equal Employment Opportunity

BWH Hotels is committed to equal employment opportunity for all employees and applicants, regardless of race, color, religion, national origin, age, disability, gender, sexual orientation, gender identity, marital status, veteran status, or any other protected characteristic under applicable laws.