Marriott Senior Site Reliability Engineer - Problem & Incident Management in Des Moines, Iowa
Job Number 22200064
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Located Remotely? Y
Position Type Management
If you’ve got what it takes to help transform one of the most iconic travel brands in the world into a lean, efficient, and highly automated organization, we’d like to talk to you.
As a Sr. Site Reliability Engineer, you will be responsible for engineering and automating solutions to address day-to-day maintenance, administration, and reliability of enterprise systems. On an on-going basis, this position will identify root causes of operational issues to resolve them. As required, this position will help engineering teams improve quality, reduce time to market, and make applications faster and more reliable. Leads the coordination for resolving application(s) incidents in the production environment as a technical expert and manager of contractors. Performs research, analysis, and facilitates timely incident resolution. Accountable for restoring normal service operation as quickly as possible and to minimize the impact on business operations for application-related incidents, thus ensuring that the best possible levels of service quality and availability are maintained. Partners closely with Application teams, help desks, Infrastructure/technical teams, to quickly resolve and prevent incidents.
Education and Experience
7+ years’ combined experience in IT operations and SW development (automation).
3+ years’ experience in problem or incident management activities
Technical proficiency in both enterprise-scale systems as well as next-gen cloud native applications.
Undergraduate degree or equivalent experience/certification
Prior SRE experience is a plus
Prior experience as L1, L2, L3 help desk senior analyst or supervisor.
Broad technical acumen across multiple disciplines applications with a solid understanding of current technologies and Cloud platforms (e.g., SAAS)
Good understanding of how IT applications are built, integrated, and deployed.
Hospitality industry experience.
Experience in software development with exposure to multiple programming languages / frameworks.
Experience managing to metrics to advance goals and objectives.
Certifications (e.g., ITSM, ITILv3)
Experience overseeing the execution of a team; setting performance standards; inspiring and sustaining team cohesion and engagement; assuming responsibility for work objectives; initiating and monitoring the efforts of self and/or others toward the accomplishment goals; proactively acting.
Demonstrated leadership experience in influence and garnering alignment from external organizations (especially offshore IT resources)
Skilled in conceptualizing creative solutions, documenting them, and presenting/selling them to senior management
High level of analytical ability with complex problems
High level of interpersonal skills to work effectively with others, motivate contractors and peer employees, and elicit work output in a team environment
Proven experience, knowledge, and demonstration of continuous process improvement
CORE WORK ACTIVITIES
Provide/coordinate/administer L2 support for a portfolio of Marriott applications used in managing new property openings, B2B sales management, mobile guest services, and data warehousing.
Trains and/or mentors other team members, and peers as appropriate
Define and advance core processes to drive continual improvement and advance better service delivery. Align team and educate stakeholders.
Drive Incident Resolution
Automate repetitive tasks
Where applicable, enable AI and machine learning technology to dramatically improve quality service provided our customers
Seek opportunities and implement solutions to improve site reliability (reducing Mean Time to Diagnosis, Mean Time to Resolution, System Self-healing, etc.)
Participate in On-Call production support
Support Software Releases (infrastructure, automation, process improvement.)
Acts as the application(s) lead for incident bridge calls to evaluate event, maintain timeline and ensure that service is restored as quickly as possible
Determine need for new Problem tickets or association with Known Errors or other existing Problems, to help advance continual operational improvement. Note that a separate Problem Management team will own advancing Problem tickets to closure but will be interested in your input.
Partner with Monitoring Team to ensure that application monitoring is present, current and that metrics meet need to proactive response to anticipated degradation/outage
Ensure all application Incident playbooks are documented and updated appropriately.
Manage to help ensure application incident metrics trend in the right direction (e.g., minimal response times, incident backlogs, and reliance on other teams while resolving incidents).
Help drive feedback loops from Incident and problem Management back into Delivery teams, so that quality improves over time.
Managing Projects and Priorities
Develops specific goals and plans to prioritize, organize, and accomplish work.
Champions leaders’ vision for product and service delivery.
Provides direction and assistance to other teams regarding projects.
Analyzes information and evaluates results to choose the best solution and solve problems.
Thinks creatively and practically to develop, execute, and implement new project plans.
Generates and provides accurate and timely results in the form of reports, presentations, etc.
Plans, develops, implements, and evaluates the quality of operations.
Delivering on the Needs of Key Stakeholders
Understands and meets the needs of key stakeholders.
Communicates concepts in a clear and persuasive manner that is easy to understand.
Demonstrates an understanding of business priorities.
Supports achievement of performance goals, budget goals, team goals, etc.
Providing Technical Support and Consultation
Provides technical expertise and technical leadership within own and other teams.
Provides recommendations to improve the effectiveness of processes and programs.
Demonstrates advanced knowledge of job-relevant issues, products, systems, and processes.
Demonstrates advanced knowledge of function-specific procedures.
Applies knowledge/judgment to achieve business goals.
Foresees, identifies, and resolves problems.
Keeps up-to-date technically and applies new knowledge to job.
Performs other reasonable duties as required for this position.
Colorado Applicants Only: The salary range for this position is $79,163 to $153,839 annually.
New York City & Westchester County, NY Applicants Only: The salary range for this position is $95,786 to $169,222 annually.
All Locations offer health care benefits, flexible spending accounts, 401(k) plan, accrued paid time off (including sick leave where applicable), life insurance, disability coverage, other life and work wellness benefits and may include incentive compensation. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
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