FLEX Service Availability Analyst (Overnight)

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.
• 2 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.
• Proficiency in scripting languages (Python Shell) and familiarity with automation tools (such as Ansible Jenkins).
• Experience with cloud platforms (AWS Azure GCP) infrastructure as code and containerization technologies.
• Experience in incident command or incident management in a technology environment.
• Strong 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.
• Familiarity with Site Reliability Engineering principles and concepts.
• Strong leadership qualities including decisiveness and the ability to motivate teams along with the ability to manage stressful situations calmly and effectively.
• 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.
• Design and implement automation tools to reduce manual intervention improve system performance and prevent incidents.
• Assess application architectures to identify key monitoring points and performance indicators.
• Develop and maintain comprehensive monitoring and alerting frameworks to detect and address anomalies before they escalate to incidents.
• Collaborate closely with development operations and support 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.

Delivering on the Needs of Key Stakeholders

• Understands and meets the needs of key stakeholders.
• Develops specific goals and plans to prioritize organize and accomplish work.
• Collaborates with internal partners and stakeholders to support business/initiative strategies.
• Communicates concepts in a clear and persuasive manner that is easy to understand.
• Generates and provides accurate and timely results in the form of reports presentations etc.
• Supports achievement of performance goals budget goals team goals etc.

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 companys 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 Competencies

• 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.

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 greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.