Lead Application Support Engineer; SRE

Position: Lead Application Support Engineer (SRE)
Position Summary As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.

Business Context Marriott Vacations Worldwide (MVW) is a leading global vacation company that offers vacation ownership, exchange, rental and resort and property management, along with related businesses, products, and services. The Company has over 120 vacation ownership resorts and approximately 700,000 owner families in a diverse portfolio that includes some of the most iconic vacation ownership brands. The Company also operates exchange networks and membership programs comprised of nearly 3,200 affiliated resorts in over 90 countries and territories, as well as provides management services to other resorts and lodging properties.

As a leader and innovator in the vacation ownership industry, the Company upholds the highest standards of excellence in serving its customers, investors and associates while maintaining exclusive, long-term relationships with Marriott International, Inc. and Hyatt Hotels Corporation for the development, sales and marketing of vacation ownership products and services. The vision of MVW is to strive to build long-lasting relationships with their Owners, Members, customers, and associates to help them live their lives to the fullest.

Innovation. Integrity. Excellence. This is the story of MVW. And while the company spans brands and businesses, decades and continents, their shared inspiration continues to drive them forward: delivering unforgettable experiences that make vacation dreams come true. Global Technology Context The Global Technology (GT) team at Marriott Vacations Worldwide (MVW) is on a multi-year journey to modernize technical and digital products and platforms across all business lines.

This role demands a visionary leader with a technical understanding of the range of resort operations technical products in solving complex business challenges. Proven success as a leader in recruiting, developing, and retaining technical talent on high performing teams is required. The incumbent is a proven thought leader, a consensus builder, and an integrator of people, processes, and technology. Specific

Job Summary The Lead Application Support Engineer (SRE) is responsible for reliability, performance, and availability of applications and enhancements that support Marriott Vacations Worldwide (MVW). Collaborates with MVW’s Global Technology (GT) functional teams to design, deliver and support innovative solutions using various technologies. Collaborates with vendors and managed service provider (MSP) partners for projects and processes. Provides level 3 incident and service request support.

Guides level 1 and level 2 associates and MSP representatives. Expected Contributions Provides day-to-day Operational Application support for the suite of MVW applications, with focus on health, uptime, monitoring, and reliability of services. Leads and manages incident triage in collaboration with other team members and cross-functional teams, in analyzing and identifying problems, conducting post-mortems, develop permanent remediation plans, implement monitoring & automation to prevent re-occurrence of incidents.

Continually improves and matures telemetry framework and monitoring capabilities to accomplish end-to-end flow monitoring and implement proactive & actionable alerting. Responsible for operating, maintaining, and enhancing critical services in accordance with established Service Level Objectives (SLOs) by applying software engineering principles, including capacity management and continuous performance improvements.  Minimizes manual involvement for the team by driving solutions in automation and implementing continuous improvements that create a more stable operating environment, including…