Engineer, Site Reliability

The Site Reliability Engineer (Senior SRE) will report to the SRE Manager in support of the Royal Caribbean website by utilizing application and user performance data to guide informed decision-making. The SRE will use application and user performance metrics collected from various sources and tools to support tasks such as initial triage of critical production incidents, bug analysis, implementation of best practices in site reliability engineering, infrastructure optimization, and seamless collaboration between internal teams and external service providers, among other operational initiatives. 

The ideal candidate will have a deep understanding and proven track record in an IT support role. The ideal candidate will also have an eye toward the rapidly evolving technology landscape and implement proactive and preventative measures that avoid technical incidents. 

S/he must be able to work with multiple product and project teams simultaneously, thrive in a fast-paced and dynamic environment and connect unexpected threads across disparate teams.  

Essential Duties and Responsibilities: 

At a high-level, responsibilities for this role will include: 

• Product Health: Responsible for the Incident Management, Application Performance, Configuration Management and Operational Readiness of the products within her/his ownership.  Partners with and collaborate closely with stakeholders from the various teams within IT to ensure that performance tools, configuration tools and monitoring tools meet the needs of her/his products.     

• Incident Management.  Responsible for the initial response, triage, and communication of key production incidents (customer impacting) that occur on the site with the goal to restore systems/applications back to normal service operation as quickly as possible and minimizing the impact on guest/crew experience or business operations, thus ensuring the best possible service levels and availability are maintained. Performs analysis of incident impact on site to determine the root cause by reviewing performance data, including end user experience, application metrics, and infrastructure metrics. Support product team initiatives and releases. Synthesizes and communicates incident details to the production team, stakeholders, including executive level stakeholders. Document incident, perform postmortem and create next steps (as needed) 

• Application Performance Management (APM).  Ensures the proactive monitoring and management of performance and availability of the software applications within the products s/he is responsible for.  Strives to detect and diagnose complex application performance problems to maintain an expected level of service. Provides insight into application performance metrics (errors, exceptions, baseline violations, 
  etc.) to identify technical impacts of bugs and enhancements. Understands key performance metrics (traffic volumes, booking volumes, response times, etc.) to identify business value of bug fixes and enhancements.  

• Configuration Management.  Understands high level view of the website operations to identify performance trends between 
  business processes. Performs daily governance of application monitoring software. 

• Change Control Governance.  Ensuring all production changes required by the product teams are carried out in a planned and authorized manner, within established change control policies and procedures and that all changes are thoroughly tested and validated from the monitoring perspective. 
   

• Production Operations Readiness.  Ensure all product implementations go through an operational readiness review.  Establish and maintain clear communication channels (e.g., Slack, Teams) with the scrum and marketing teams. Ensure all team members are informed about relevant updates and changes that may affect the website.  

Qualifications: 

• 3-6 years in Site Reliability Engineering (SRE), DevOps, QA, or a related IT operations role.  

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or other relevant advanced degree preferred. 

Knowledge and Skills: 

• Technical Expertise: 

• Proficiency in cloud platforms such as AWS, AWS Elastic Beanstalk. 

• Understanding of API design principles: REST, SOAP, Graph 

• Advanced knowledge of monitoring and logging tools (AppDynamics, Datadog, Splunk, New Relic, etc.). 

• Familiarity with Adobe AEM Cloud is preferred to enhance system performance and reliability 

• Problem-Solving Skills: 

• Strong analytical and troubleshooting skills to diagnose and resolve complex production issues swiftly. 

• Ability to develop and implement effective incident response plans. 
   

• Communication and Collaboration: 

• Excellent written and verbal communication skills for effective interaction with cross-functional teams and documentation. 

• Ability to collaborate with Development, QA, IT, and external managed service providers to ensure seamless operations. 

Work Environment: 

• The SRE may be required to participate in an on-call rotation to handle urgent incidents and ensure 24x7 system reliability. 
• On-call duties may include evenings, weekends, and holidays as needed. 

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