Engineer, Site Reliability

Overview

Position Summary:

The Site Reliability Engineer (Senior SRE) reports 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 uses performance metrics from various sources and tools to support tasks such as initial triage of critical production incidents, bug analysis, implementation of site reliability engineering best practices, infrastructure optimization, and collaboration between internal teams and external service providers. The ideal candidate has a deep understanding and proven track record in an IT support role and proactively implements preventative measures to avoid technical incidents. The role requires working with multiple product and project teams in a fast-paced, dynamic environment and connecting threads across disparate teams.

At a high level, responsibilities for this role include:

• Product Health : Responsible for incident management, application performance, configuration management, and operational readiness of the products within ownership. Partners with stakeholders from IT to ensure performance, configuration, and monitoring tools meet product needs.
• Incident Management : Responsible for initial response, triage, and communication of production incidents that impact customers. Restore systems and applications to normal service operation quickly, analyze incident impact using performance data, and document incidents with postmortems and next steps. Support product team initiatives and releases; communicate details to production teams and stakeholders, including executives.
• Application Performance Management (APM) : Proactive monitoring and management of performance and availability for the applications. Detect and diagnose complex performance problems, provide insights into metrics (errors, baseline violations, etc.), and understand business value of bug fixes and enhancements.
• Configuration Management : Maintain a high-level view of website operations to identify performance trends between business processes; perform daily governance of application monitoring software.
• Change Control Governance : Ensure production changes are planned, authorized, tested, and validated from a monitoring perspective, following change control policies and procedures.
• Production Operations Readiness : Ensure all product implementations undergo operational readiness reviews. Establish clear communication channels with relevant teams and keep stakeholders informed about updates and changes affecting the website.

• 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.

• Technical Expertise :

• Proficiency in cloud platforms such as AWS, including AWS Elastic Beanstalk.
• Understanding of API design principles: REST, SOAP, Graph (QL).
• 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.

• AI & Automation Expertise :

• Working knowledge of scripting languages (Python, Bash, PowerShell) to automate alert routing, incident response, and infrastructure tasks; proactive mindset to explore and adopt new automation approaches.
• Hands-on exposure to AI Ops platforms for improving anomaly detection, root cause analysis, and incident management; interest in staying ahead of industry trends.
• Understanding of AI/ML and Generative AI techniques to reduce alert noise, predict incidents, and develop automation workflows; interest in piloting innovative solutions.
• Familiarity with autonomous AI agents or intelligent automation systems in operational environments; enthusiasm to experiment with AI-driven tools in SRE.

• Problem-Solving Skills :

• Strong analytical and troubleshooting abilities 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 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.

• 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.