Job Description

Position

Asamemberoftheprofessionalstaff,contributesspecializedknowledgeandskillinadiscipline (e.g., Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/ordepartment businessobjectives

Generally,worksunderlimitedsupervision,butwithinestablishedguidelines,producingand analyzing more complex business information toassistin 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 alsooperatesexchange networks and membership programscomprisedofnearly 3,200affiliated resorts in over 90 countries and territories, as well asprovidesmanagement 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 whilemaintainingexclusive, 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, andretainingtechnical talent on high performing teams isrequired The incumbent is a proven thought leader, a consensus builder, and an integrator of people, processes, and technology

SpecificJob

TheLeadApplication Support Engineer (SRE)is responsible forreliability, performance, and availability ofapplications and enhancements that supportMarriott Vacations Worldwide (MVW)Collaborates with MVW’s Global Technology (GT) functional teams to design, deliverand supportinnovative solutions using varioustechnologiesCollaborates with vendors and managed service provider(MSP)partnersforprojects and processes.Provideslevel 3incidentand service request support.Guideslevel 1 and level 2associates andMSP representatives

ExpectedContributions

• Providesday-to-day Operational Application support for the suite ofMVWapplications, withfocuson health, uptime, monitoring, and reliability of services.

• Leadsand managesincident triage in collaboration with other team members and cross-functional teams, in analyzing andidentifyingproblems, conducting post-mortems, develop permanent remediation plans, implement monitoring & automation to prevent re-occurrence of incidents.

• Continually improvesand maturestelemetry framework and monitoring capabilities toaccomplishend-to-end flow monitoring and implement proactive & actionable alerting.

• Responsible for operating,maintaining, and enhancing critical servicesin accordance withestablished Service Level Objectives (SLOs) by applying software engineering principles, including capacity management and continuous performance improvements. 

• Minimizesmanual involvement for the team by driving solutions in automation and implementing continuous improvements that create a more stable operating environment, including development and configuration for dynamic monitoring,alertingand recovery. 

• Leadsand contributesto migration of applications from On-Prem to Cloud solutions, with best practices and in collaboration with Application Development teams. 

• Buildsstrong and productive relationships with the developmentteams,product teams,infrastructure teams,and engageswith other stakeholders, with the purpose of continued platform improvements and in delivery of initiatives.

• Performs other duties asappropriate

SpecificExpectedContributions

• Troubleshootsand resolvesissues related to MuleSoft applications to ensureoptimalperformance and availability.

• Implementsandmanagesincident management processes to minimize downtime and impact on users.

• Proactivelyidentifiesandresolvespotential problems to prevent recurring issues.

• Developsandmaintainsmonitoring and alerting systems using APM tools such as AppDynamics, Dynatrace, or New Relic.

• Utilizesscripting languages such as PythonorBash to automate routine tasks and enhance efficiency.

• Analyzesperformance data using Splunk or similar log analysis tools to gain insights into application performance and troubleshoot issues.

• Collaborateswith cross-functional teams to drive continuous improvement in application reliability and performance.

• Conductsroot cause analysis for complex production issues

• Monitors changes to applications and their operating environment, create andmaintainsupport documentation and procedures

• Prioritizesand handlesservice requests, incidents, change management and problem tickets

CandidateProfile

Successfulcandidatesshouldpossessknowledge,experienceanddemonstrateleadership skills as follows:

Generally,aprofessionalpositionwithspecificknowledgeinadiscipline(e.g.,Accounting, Human Resources, Information Resources).College degree and/or relevant experience typicallyrequired

SpecificCandidateProfile

Education

• Bachelor’s degreeininformationtechnologyorrelateddisciplineorequivalentworkexperience

CertificationsPreferred

• ITIL v3 or v4 FoundationCertification

• MuleSoftrelated certifications

• APM Toolscertifications

Experience

• 5-8yearsof experience in software development

• 3+experience in supporting applications built on modern application architecture and cloud infrastructure

Skills/Attributes

• Analytical andLogicalThinking

• Analytical Skills: Proactivelyidentifyand address potential risks or issues related toMVWapplications and proposeappropriate solutions

• Logical Reasoning: Ability to think critically and logically to evaluate situations,identifyproblems, and develop effective solutions.
  

• Technical

• Familiar with the full software development lifecycle.

• Proficiencyin MuleSoftAnyPointPlatformincludingconfiguring and managing APIs, integrations, and connectors. 

• Experience in designing andbuilding integrations using MuleSoft,Java,Springbootand Kafka

• Strong understanding of HTTP, RESTful API design, and web services.

• Strong knowledge of APM tools such as AppDynamics, Dynatrace, or New Relic

• Proficiencyin scripting languages such as Python, Bash, or Perl.

• Experience with log analysis tools such as Splunk.

• Familiarity with CI/CD pipelines and experience using tools like JenkinsorTektonfor automating deployments.

• Ability to work with containers and orchestration tools like Docker and Kubernetes. 

• Understanding ofnetworking concepts including DNS, TCP/IP, load balancing, and firewalls. 

• Experience with cloud platforms such as AWSAzure and hybrid cloud application platform like Red Hat OpenShift

• Knowledge of databases and SQL queries for troubleshooting data-related issues. 

• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment

• Understanding ofsecurity protocols and compliance requirements related toapplications and integrations

• Project Management Skills

• Requirement Analysis: Skills in gathering and analyzing business requirements to tailorMuleSoftsolutions to meet organizational needs.

• Planning and Execution: Ability to plan, execute, anddeliverMuleSoftsolutions, ensuring they are completed on time,within budgetwhile meeting technical and quality requirements

• Interpersonal Skills

• Communication:Provenverbal and written communication skills to convey technical conceptsetcnon-technical stakeholdersineasy-to-understandways.

• Customer Focus:Commitment to a strongcustomer service orientation to understand and address client needs effectively.

• Collaboration: Proven ability to collaborate within the Global Technology organizationat all levels,vendors, and Managed Service providers to architect solutions and oversee successful project implementations.

• LeadershipCourage Ability to lead and motivate teams, driving successful implementation and adoption ofMuleSoftsolutions.

• Additional Attributes

• Adaptability: Flexibility to adapt to changing project requirements and organizational dynamics within a matrixed organizational structure.

• Curiosity and Continuous Learning: Commitment tostayingupdated with the latestMuleSoftfeatures, updates, and best practices.

• Problem-Solving: Proactive approach toidentifyingand addressing potential issuesbefore they escalate

• Attention to Detail: Ensuring accuracy and thoroughness in all aspects of implementation.

• A passion for learning and inventing novel approaches to hard problems

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.