Flex Service Availability Manager

JOB SUMMARY

The FLEX 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

Education and Experience

Required

• Bachelor's degree or equivalent experience/certification.
• 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 operations experience involving incident, problem, change, and release management that included leading calls and documenting outcomes.
• 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

• 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.

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.