Director, Digital Reliability Engineering

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Director, Digital Reliability Engineering

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Digital Team has an exciting career opportunity for a full-time Director, Digital Reliability Engineering reporting to the VP of Engineering.

The position is onsite and based in Miami, Florida.

Position Summary:

The Director, Digital Reliability Engineering will lead the global Technology Operations portfolio for Royal Caribbean’s Digital organization, ensuring the reliability, availability, and performance of guest-facing pre-cruise platforms across web and mobile.

This leader is responsible for both Site Reliability Engineering (SRE) practices and run-the-business engineering support. Beyond incident response, the Director is accountable for managing and delivering on the resolution of all production issues, executing ongoing maintenance activities, and coordinating technical communications. This role also manages a dedicated engineering development capacity focused on production fixes, ongoing maintenance, and technical debt reduction. This ensures that stability improvements are not only identified but also delivered.

This person is expected to walk the talk—able to jump in during incidents, work side by side with engineers, and demonstrate technical depth when guiding solutions

This is a hands‑on role where the leader is expected to actively support teams during critical incidents, work directly with engineers to troubleshoot, and ensure sustained improvements in reliability.

This role also carries executive accountability for critical incidents. The Director must be prepared to provide leadership and direct support during major incidents at any time, ensuring the organization responds with speed, clarity, and effectiveness.

Essential Duties and Responsibilities:

• Strategic Leadership

• Define and execute the global SRE strategy for Digital Operations, aligning with business priorities and Royal Caribbean’s long-term technology vision.

• Build and nurture a culture of reliability, resilience, and continuous improvement across all digital platforms.

• Drive initiatives to maintain zero downtime by rapidly addressing issues, conducting root cause analysis, and implementing remediations.

• Build strong relationships with product management, engineering, design, and operations stakeholders.

• Own and drive operational metrics (e.g., MTTx metrics, incident rates, error budgets, service availability) with visible progress and accountability.

• Hands-On Operational Engagement

• Lead global site reliability and operations teams across onshore, nearshore, and offshore locations while actively engaging in day‑to‑day challenges.

• Actively participate in major incident response, including log analysis, recovery validation, and executive updates.

• Lead problem bridges, collaborating across technical and functional teams for timely issue resolution.

• Partner with engineers to diagnose, troubleshoot, and resolve critical issues in real time, demonstrating technical credibility.

• Strengthen ITSM processes (Incident, Problem, Change, Major Incident) using tools like Service Now, Pager Duty, and JIRA.

• Run-the-Business

• Lead engineering support for production issue remediation, ensuring timely root‑cause analysis, resolution, and prevention of recurring problems.

• Lead a dedicated production engineering team responsible for developing and deploying fixes, patches, and enhancements that improve reliability and guest experience.

• Ensure development work streams include not only feature delivery but also operational hardening, technical debt remediation, and defect resolution

• Manage and prioritize ongoing maintenance activities, patches, upgrades, and operational improvements across the digital technology stack.

• Establish strong feedback loops with product and engineering teams so that recurring issues and…