JOB SUMMARY:

The SRE Service Availability Manager plays a key role in ensuring the peak performance and availability of our Enterprise IT infrastructure and services. This position combines proactive site reliability engineering with adept incident command to lead our efforts in minimizing service disruptions and enhancing our technology landscape. With a focus on automation, cloud technologies, and continuous process improvement, the ideal candidate brings a mix of technical expertise and leadership skills, aimed at delivering exceptional service reliability. This role demands a proactive problem-solver with extensive experience in IT operations and a passion for innovation, ready to tackle challenges in a dynamic, 24x7x365 environment.

CANDIDATE PROFILE

Required Qualifications:

5+ years of experience in an information technology environment

3 years of experience in information technology focused on IT Operations that include troubleshooting complex network, server, storage, and/or application issues.

3 years minimum operations experience involving incident, problem, change, and release management that included leading calls and documenting outcomes.

Undergraduate degree or or equivalent experience/certification.

Ability to cover shifts in a 24x7x365 environment and on-call responsibilities.

Poficiency in scripting languages (Python, Shell) and familiarity with automation tools (such as Ansible, Jenkins).

Ability to use artificial intelligence to complete IT Operations tasks and activities.

Knowledge of cloud platforms (AWS, Azure, GCP), infrastructure as code, and containerization technologies.

Strong leadership qualities, including decisiveness, and the ability to motivate teams, along with the ability to manage stressful situations calmly and effectively.

Strong experience in incident command or incident management in a technology environment.

Excellent problem-solving, organizational, and analytical skills.

Preferred Qualifications

ITIL Foundations v3+ Certification.

Demonstrated experience with ITSM suites, e.g., ServiceNow.

Demonstrated experience with various monitoring, performance, or capacity tools.

Experience with continuous integration/continuous deployment (CI/CD) pipelines and DevOps practices.

Ability to create constructive relationships, influence, and communicate with varying levels of associates and management.

Ability to solve complex, cross-functional issues.

Strong knowledge of Server, Storage, Network, Middleware, Application and Cloud technologies.

A high degree of curiosity and a drive to seek more efficient ways of delivering service.

CORE WORK ACTIVITIES

Technical

Serve as Incident Commander during major incidents, leading response efforts to restore services and minimize impact on business and consumer operations.

Assist in the design and implement automation tools to reduce manual intervention, improve system performance, and prevent incidents.

Support and maintain comprehensive monitoring and alerting frameworks to detect and address anomalies before they escalate to incidents.

Collaborate closely with development, operations, and service reliability teams teams for continuous improvement of service reliability and incident response processes.

Conduct thorough post-mortems to analyze incidents, identify root causes, and implement preventative measures to avoid recurrence.

Effectively communicate incident status, impact, and post-incident reports to stakeholders at all levels of the organization.

Stay informed on the latest industry trends, technologies, and practices in site reliability engineering and incident management.

MANAGEMENT COMPETENCIES

Leadership

Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.

Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

Reading Comprehension – Understands written sentences and paragraphs in work related documents.

Writing - Communicates effectively in writing as appropriate for the needs of the audience.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.

Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Site Reliability Engineer (SRE) / Service Availability Manager

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